@article{lima_inácio_leal_2019,  title={Service levels of highway toll plazas: the influence of factors on manual customer service},  volume={29},  ISSN={0103-6513},  url={https://doi.org/10.1590/0103-6513.20180032},  DOI={10.1590/0103-6513.20180032},  journal={Production},  publisher={Associação Brasileira de Engenharia de Produção},  author={Lima, Josiane Palma and Inácio, Patrícia Pereira Arantes and Leal, Fabiano},  year={2019},  pages={e20180032} }