WEATHERALL, Ann. ‘I need to get some details first’: Record keeping as a potential barrier to effective complaint-call management. Mediation Theory and Practice, [S. l.], v. 1, n. 1, p. 35–58, 2016. DOI: 10.1558/mtp.v1i1.29483. Disponível em: https://journal.equinoxpub.com/MTP/article/view/426.. Acesso em: 22 nov. 2024.