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...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Universidade Estadual Paulista
2015-09-01
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| Series: | GEPROS: Gestão da Produção, Operações e Sistemas |
| Subjects: | |
| Online Access: | http://www.gepros.feb.unesp.br/index.php/gepros/article/view/1294/655 |