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Identificação das dimensões da qualidade em serviços: um estudo aplicado em uma instituição de ensino superior
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Identificação das dimensões da qualidade em serviços: um estudo aplicado em uma instituição de ensino superior (2010)Identificação das dimensões da qualidade …Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…Zero defections: quality comes to services. (1990)Zero defections: quality come…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Possessions and the Extended Self (1988)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Coefficient Alpha and the Internal Structure of Tests (1951)The critical incident technique. (1954)Handbook of Industrial and Organizational Psychology. (1977)The Effect of a Market Orientation on Business Profitability (1990)\nThe use of partial least squares path modeling in international marketing (2009)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Advances in Consumer Research (2025)A Service‐Orientated Approach to Marketing of Services (1978)Journal of Consumer Research (1984)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,591 cited
  • 1996The Behavioral Consequences of Service Quality12,400 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
  • 1999Whence Consumer Loyalty?10,801 cited
  • 1984A Service Quality Model and its Marketing Implications6,682 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,044 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,704 cited
  • 1990Zero defections: quality comes to services.5,435 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,572 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,871 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,718 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,176 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value

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2,951 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
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