@article{leo_tello-gamarra_2020,  title={DRIVERS OF SERVICE INNOVATION: PROPOSAL OF A THEORETICAL MODEL},  volume={21},  ISSN={1678-6971},  url={https://doi.org/10.1590/1678-6971/eRAMR200143},  DOI={10.1590/1678-6971/eRAMR200143},  number={3},  journal={RAM. Revista de Administração Mackenzie},  publisher={Editora Mackenzie; Universidade Presbiteriana Mackenzie},  author={LEO, RICARDO M. and TELLO-GAMARRA, JORGE},  year={2020},  pages={eRAMR200143} }