BERESTOVA, Lyudmila. High quality services: how to provide them. Gosudarstvennaya Sluzhba, [S. l.], v. 11, n. 6, p. 23–27, 2009. Disponível em: https://gosudarstvennaya-sluzhba.owebs.ru/article/view/20949. Acesso em: 8 nov. 2026.