Service quality under the perspective of SERVQUAL and SERVPERF methods: a bibliometric study

This work aims to analyze the articles published in the international literature on service quality focusing on the SERVQUAL and SERVPERF methodologies, taking into account the publications’ evolution over time, the main authors, the main journals, the most cited papers, and older papers. The stud...

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Bibliographic Details
Main Authors: Luiz Felipe Vasconcelos de Faria, André Luís Policani Freitas, Manuel Antonio Molina-Palma
Format: Article
Published: Universidade Estadual Paulista 2015-09-01
Series:GEPROS: Gestão da Produção, Operações e Sistemas
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