Yudi, A., and E. Ruswanti. “Freight Forwarding Company: The Effect of Service Failure, Recovery, Satisfaction, and Customer Loyalty”. Journal of Theoretical and Applied Management (Jurnal Manajemen Teori Dan Terapan), vol. 14, no. 2, Aug. 2021, pp. 179-93, doi:10.20473/jmtt.v14i2.27223.