SRIDHAR, M. S. Waiting Lines and Customer Satisfaction. Journal of Information and Knowledge, [S. l.], v. 38, n. 2, p. 99–112, 2001. DOI: 10.17821/srels/2001/v38i2/94405. Disponível em: https://srels.org/index.php/sjim/article/view/94405. Acesso em: 18 apr. 2025.