MILAKOVICH, M. E. E. Balancing Customer Service, Empowerment, and Performance with Citizenship, Responsiveness and Political Accountability. International Public Management Review, [S. l.], v. 4, n. 1, p. 61–83, 2014. Disponível em: https://ipmr.net/index.php/ipmr/article/view/209. Acesso em: 29 apr. 2024.