Um modelo conceitual de qualidade de serviço e suas implicações para a pesquisa no futuro

A. Parasuraman, Valarie A. Zeithaml and Leonard L. Berry

RAE - Revista de Administração de Empresas, 2006, vol. 46, issue 4

Abstract: The authors report the findings of a survey with four services firms, develop a service quality model and make suggestions for future research.

Date: 2006
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