Frazzon, L.S., Inomata, D.O., de Oliveira, K.F. and Forcellini, F.A. 2015. An innovative service process development based on a reference model. Revista Produção Online. 15, 2 (Jun. 2015), 622–645. DOI:https://doi.org/10.14488/1676-1901.v15i2.1933.