Bourne Gastezzi, C. E., M. M. Fernández Rodríguez, and A. Castillo. “Theoretical Foundations on Customer Experience (customer Experience, NPS, CSAT, CES, Service Balcony, Journey Map)”. Journal of Business and Entrepreneurial Studie, vol. 8, no. 2, Apr. 2024, doi:10.37956/jbes.v8i2.364.