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SERVQUAL x SERVPERF: comparação entre instrumentos para avaliação da qualidade de serviços internos
16 references·4 citing·32 second hop
SERVQUAL x SERVPERF: comparação entre instrumentos para avaliação da qualidade de serviços internos (2005)SERVQUAL x SERVPERF: comparação entre ins…Análise de dados qualitativos: estratégias metodológicas para as ciências da saúde, humanas e sociais (1999)Análise de dados qualitativos…Measuring customer satisfaction : survey design, use, and statistical analysis methods (1997)Measuring customer satisfacti…Towards the measurement of internal service quality (1995)Towards the measurement of in…Internal services: classification and quality management (1995)Internal services: classifica…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Prescriptions for a service quality revolution in America (1992)Prescriptions for a service q…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…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…General Theories and the Fundamental Explananda of Marketing (1983)General Theories and the Fund…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Designing the marketspace for millennials: fun, functionality or risk? (2021)Designing the marketspace for…Evaluación de la percepción de la calidad de los servicios bancarios mediante el modelo SERVPERF (2017)Evaluación de la percepción d…Assessment of banking service quality perception using the SERVPERF model (2017)Assessment of banking service…Um estudo bibliométrico sobre a evolução da pesquisa da qualidade em serviço (2012)Um estudo bibliométrico sobre…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)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)Relation of Consumers' Buying Habits to Marketing Methods (1923)Principles of Marketing (1972)Breaking Free from Product Marketing (1977)An empirical assessment of the SERVQUAL scale (1992)Relational Benefits in Services Industries: The Customer's Perspective (1998)Designing conceptual articles: four approaches (2020)Advertising as Information (1974)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)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)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)
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References

  • 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
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 1983General Theories and the Fundamental Explananda of Marketing444 cited
  • 1997Measuring customer satisfaction : survey design, use, and statistical analysis methods226 cited
  • 1999Análise de dados qualitativos: estratégias metodológicas para as ciências da saúde, humanas e sociais205 cited
  • 1992Prescriptions for a service quality revolution in America202 cited

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  • 1995Towards the measurement of internal service quality183 cited
  • 1995Internal services: classification and quality management129 cited
  • Cited by

    • 2017Assessment of banking service quality perception using the SERVPERF model55 cited
    • 2017Evaluación de la percepción de la calidad de los servicios bancarios mediante el modelo SERVPERF41 cited
    • 2012Um estudo bibliométrico sobre a evolução da pesquisa da qualidade em serviço20 cited
    • 2021Designing the marketspace for millennials: fun, functionality or risk?10 cited