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Escalas concorrentes para a mensuraçãoda qualidade percebida: uma comparação entre a Servqual e a RSQ
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References

  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 2012Principles and Practice of Structural Equation Modeling38,893 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1999Whence Consumer Loyalty?7,319 cited
  • 1994Customer Loyalty: Toward an Integrated Conceptual Framework6,599 cited
  • 2002Developing and Validating Trust Measures for e-Commerce: An Integrative Typology5,540 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1996A measure of service quality for retail stores: Scale development and validation1,921 cited
  • 1993Consumer Behavior: Buying, Having and Being1,744 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
  • 1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment

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678 cited
  • 1981The Implications of Competition Among Jurisdictions: Does Tiebout Need Politics?340 cited
  • 1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment333 cited
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