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Processo de investigação e análise bibliométrica: avaliação da qualidade dos serviços bancários
16 references·7 citing·34 second hop
Processo de investigação e análise bibliométrica: avaliação da qualidade dos serviços bancários (2013)Processo de investigação e análise biblio…An empirical study of employee loyalty, service quality and firm performance in the service industry (2009)An empirical study of employe…The effects of brand credibility on customer loyalty (2007)The effects of brand credibil…Measuring service quality of banks: Scale development and validation (2005)Measuring service quality of …A model of customer loyalty in the retail banking market (2004)A model of customer loyalty i…The Effect of Management Commitment to Service Quality on Employees' Affective and Performance Outcomes (2003)The Effect of Management Comm…How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study (2003)How emotions mediate the effe…Performance-only measurement of service quality: a replication and extension (2002)Performance-only measurement …Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking (2002)Customer satisfaction and ret…A reliable and valid measurement scale for the perceived service quality of banks (2000)A reliable and valid measurem…The balanced scorecard--measures that drive performance. (1992)The balanced scorecard--measu…The balanced scorecard : measures that drive performance (1992)The balanced scorecard : meas…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …A Review of MIS Research and Disciplinary Development (1992)A Review of MIS Research and …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Attractive Quality and Must-Be Quality (1984)Attractive Quality and Must-B…A Service‐Orientated Approach to Marketing of Services (1978)A Service‐Orientated Approach…Understanding touristification : conceptual boundaries and intersections with gentrification and overtourism (2025)Understanding touristificatio…Beyond the Triple Helix Model: Scientific Production on the Quadruple and Quintuple Helix (2024)Beyond the Triple Helix Model…Lean implementation in healthcare supply chain: a scoping review (2019)Lean implementation in health…Knowledge building about performance evaluation in lean production (2019)Knowledge building about perf…Building blocks for the development of an IoT business model (2019)Building blocks for the devel…Big Data and Business Analytics in the Supply Chain: A Review of the Literature (2015)Big Data and Business Analyti…Processo de mapeamento das publicações científicas de um tema: portfólio bibliográfico e análise bibliométrica sobre avaliação de desempenho de cooperativas de produção agropecuária (2014)Processo de mapeamento das pu…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The influence of market heterogeneity on the relationship between a destination's image and tourists’ future behaviour (2006)Determinants of E-Commerce Customer Satisfaction, Trust, and Loyalty in Saudi Arabia (2011)Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Does relationship marketing improve customer relationship satisfaction and loyalty? (2006)SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: A TEST OF MEDIATION (2010)A Paradigm for Developing Better Measures of Marketing Constructs (1979)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)The measurement of organizational commitment (1979)The Behavioral Consequences of Service Quality (1996)HOW BROADLY DOES EDUCATION CONTRIBUTE TO JOB PERFORMANCE? (2009)The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value (2009)The influence of age on the associations between HR practices and both affective commitment and job satisfaction: A meta‐analysis (2009)Inequity In Social Exchange (1965)Comparative fit indexes in structural models. (1990)Structural equation modeling with AMOS: basic concepts, applications, and programming (2000)Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions? (2008)The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels (2008)Measuring Tourists’ Emotional Experiences toward Hedonic Holiday Destinations (2009)How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment (1998)The Process of Customer Engagement: A Conceptual Framework (2008)Gain more insight from your PLS-SEM results (2016)Performance measurement system design (1995)Performance management: a framework for management control systems research (1999)Clarifying Business Models: Origins, Present, and Future of the Concept (2005)A review of twenty years of SERVQUAL research (2009)Modelling perceived quality, visitor satisfaction and behavioural intentions at the destination level (2009)CSR and Service Brand: The Mediating Effect of Brand Identification and Moderating Effect of Service Quality (2010)THE IMPACT OF HUMAN RESOURCE MANAGEMENT ON ORGANIZATIONAL PERFORMANCE: PROGRESS AND PROSPECTS. (1996)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992The balanced scorecard : measures that drive performance12,082 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1992The balanced scorecard--measures that drive performance.7,979 cited
  • 1984Attractive Quality and Must-Be Quality3,436 cited
  • 2002Performance-only measurement of service quality: a replication and extension935 cited
  • 2003How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study685 cited
  • 2002Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking644 cited
  • 2004A model of customer loyalty in the retail banking market567 cited
  • 2003The Effect of Management Commitment to Service Quality on Employees' Affective and Performance Outcomes561 cited
  • 1992A Review of MIS Research and Disciplinary Development559 cited
  • 1978A Service‐Orientated Approach to Marketing of Services551 cited
  • 2009An empirical study of employee loyalty, service quality and firm performance in the service industry480 cited
  • 2000A reliable and valid measurement scale for the perceived service quality of banks469 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 2007The effects of brand credibility on customer loyalty429 cited
  • 2005Measuring service quality of banks: Scale development and validation426 cited
  • Cited by

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    • 2014Processo de mapeamento das publicações científicas de um tema: portfólio bibliográfico e análise bibliométrica sobre avaliação de desempenho de cooperativas de produção agropecuária34 cited
    • 2019Knowledge building about performance evaluation in lean production29 cited
    • 2015Big Data and Business Analytics in the Supply Chain: A Review of the Literature24 cited
    • 2024Beyond the Triple Helix Model: Scientific Production on the Quadruple and Quintuple Helix23 cited
    • 2019Building blocks for the development of an IoT business model19 cited
    • 2025Understanding touristification : conceptual boundaries and intersections with gentrification and overtourism9 cited