BOURNE GASTEZZI, C. E.; FERNÁNDEZ RODRÍGUEZ, M. M.; CASTILLO, A. Theoretical foundations on Customer Experience (customer experience, NPS, CSAT, CES, Service Balcony, Journey Map). Journal of business and entrepreneurial studie, [S. l.], v. 8, n. 2, 2024. DOI: 10.37956/jbes.v8i2.364. Disponível em: https://www.journalbusinesses.consultorioampuero.com/index.php/revista/article/view/364. Acesso em: 22 apr. 2026.