@article{articlef060f1f3,
title   = {The power of sophistication: how service design cues help in service failures},
author = {Terres, Mellina da Silva and Herter, Márcia Maurer and Pinto, Diego Costa and Mazzon, José Afonso},
year = {2020},
doi = {10.1002/cb.1816},
journal   = {Journal of Consumer Behaviour}
}