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Pesquisa de satisfação de clientes: o estado-da-arte e proposição de um método brasileiro
16 references·8 citing·39 second hop
Pesquisa de satisfação de clientes: o estado-da-arte e proposição de um método brasileiro (1998)Pesquisa de satisfação de clientes: o est…Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework (1995)Rational and Adaptive Perform…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment (1994)Expectations as a Comparison …Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment (1994)Expectations as a Comparison …Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…An Empirical Test of the Consequences of Behavior- and Outcome-Based Sales Control Systems (1994)An Empirical Test of the Cons…Expectations, Performance Evaluation, and Consumers' Perceptions of Quality (1993)Expectations, Performance Eva…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…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…Zero defections: quality comes to services. (1990)Zero defections: quality come…Handbook of Economic Psychology (1988)Handbook of Economic Psycholo…Economic Psychology as a Field of Study (1988)Economic Psychology as a Fiel…The stability of behavior: II. Implications for psychological research. (1980)The stability of behavior: II…Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction (1978)Conceptualization and Measure…Attracting the millennial customer: the case of food trucks (2022)Attracting the millennial cus…Sports Marketing and Perceived Value: an application of the conjoint analysis in the Fan Membership Programs of Football (2020)Sports Marketing and Perceive…(Im)Possibilidades da aplicação do Modelo de Excelência em Gestão Pública (MEGP) (2016)(Im)Possibilidades da aplicaç…QUALIDADE NO TRANSPORTE COLETIVO URBANO (2012)QUALIDADE NO TRANSPORTE COLET…Fatores visuais de design e sua influência nos valores de compra do consumidor (2009)Fatores visuais de design e s…Comparação entre os modelos norte-americano (ACSI) e europeu (ECSI) de satisfação do cliente: um estudo no setor de serviços (2009)Comparação entre os modelos n…Modelo de satisfação ACSI modificado no setor de telefonia móvel (2005)Modelo de satisfação ACSI mod…Modelagem de equações estruturais e satisfação do consumidor: uma investigação teórica e prática (2000)Modelagem de equações estrutu…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Personality and Assessment (1968)Toward a cognitive social learning reconceptualization of personality. 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(1983)Attitudes, Traits, and Actions: Dispositional Prediction of Behavior in Personality and Social Psychology (1987)Experience Sampling: Promises and Pitfalls, Strengths and Weaknesses (2003)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Intrinsic Motivation and Self-Determination in Human Behavior (1985)The Economic Institutions of Capitalism (1987)Intrinsic Motivation and Self-Determination in Human Behavior (1988)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)An Investigation into the Antecedents of Organizational Citizenship Behaviors in a Personal Selling Context (1997)Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees (2000)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)Marketing management: analysis. planning. implementation and control (2000)\nThe use of partial least squares path modeling in international marketing (2009)Specification Tests in Econometrics (1978)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)The Behavioral Consequences of Service Quality (1996)Whence Consumer Loyalty? (1999)SERVQUAL: review, critique, research agenda (1996)Customer satisfaction with services: putting perceived value into the equation (2000)The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach (2002)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services (2009)
this work references cited by second hop

References

  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions1,518 cited
  • 1980The stability of behavior: II. Implications for psychological research.740 cited
  • 1994An Empirical Test of the Consequences of Behavior- and Outcome-Based Sales Control Systems731 cited
  • 1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment678 cited
  • 1995Rational and Adaptive Performance Expectations in a Customer Satisfaction Framework588 cited
  • 1978Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction493 cited
  • 1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment

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333 cited
  • 1988Handbook of Economic Psychology176 cited
  • 1988Economic Psychology as a Field of Study38 cited
  • Cited by

    • 2000Modelagem de equações estruturais e satisfação do consumidor: uma investigação teórica e prática65 cited
    • 2005Modelo de satisfação ACSI modificado no setor de telefonia móvel27 cited
    • 2012QUALIDADE NO TRANSPORTE COLETIVO URBANO25 cited
    • 2009Comparação entre os modelos norte-americano (ACSI) e europeu (ECSI) de satisfação do cliente: um estudo no setor de serviços21 cited
    • 2020Sports Marketing and Perceived Value: an application of the conjoint analysis in the Fan Membership Programs of Football20 cited
    • 2022Attracting the millennial customer: the case of food trucks18 cited
    • 2009Fatores visuais de design e sua influência nos valores de compra do consumidor11 cited
    • 2016(Im)Possibilidades da aplicação do Modelo de Excelência em Gestão Pública (MEGP)9 cited