MEDRANO-COLORADO, John P.; QUINONEZ-KU, Xavier. Quality of service of technical support using the SERVPERF model and ITSQM framework. Revista Tecnológica - ESPOL, Guayaqui, EC, v. 33, n. 3, p. 242–257, 2021. DOI: 10.37815/rte.v33n3.810. Disponível em: https://rte.espol.edu.ec/index.php/tecnologica/article/view/810. Acesso em: 24 oct. 2025.