{"id":"https://openalex.org/W1548729583","doi":"https://doi.org/10.1590/s1676-56482010000200003","title":"Identifica\u00e7\u00e3o das dimens\u00f5es da qualidade em servi\u00e7os: um estudo aplicado em uma institui\u00e7\u00e3o de ensino superior","display_name":"Identifica\u00e7\u00e3o das dimens\u00f5es da qualidade em servi\u00e7os: um estudo aplicado em uma institui\u00e7\u00e3o de ensino superior","publication_year":2010,"publication_date":"2010-12-01","ids":{"openalex":"https://openalex.org/W1548729583","doi":"https://doi.org/10.1590/s1676-56482010000200003","mag":"1548729583"},"language":"pt","primary_location":{"id":"doi:10.1590/s1676-56482010000200003","doi":"https://doi.org/10.1590/s1676-56482010000200003","is_oa":true,"landing_page_url":"https://doi.org/10.1590/s1676-56482010000200003","pdf_url":"https://www.scielo.br/j/raeel/a/FKTVvYsnVdzDRJdTthG3HBw/?lang=pt&format=pdf","source":{"id":"https://openalex.org/S4210225733","display_name":"RAE eletr\u00f4nica","issn_l":"1676-5648","issn":["1676-5648"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310312277","host_organization_name":"SciELO","host_organization_lineage":["https://openalex.org/P4310312277"],"host_organization_lineage_names":["SciELO"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"RAE eletr\u00f4nica","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://www.scielo.br/j/raeel/a/FKTVvYsnVdzDRJdTthG3HBw/?lang=pt&format=pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5009999739","display_name":"Luciene Eberle","orcid":"https://orcid.org/0000-0002-0282-5626","observed_orcids":["https://orcid.org/0000-0002-0282-5626"]},"institutions":[{"id":"https://openalex.org/I30338065","display_name":"Universidade de Caxias do Sul","ror":"https://ror.org/05rpzs058","country_code":"BR","type":"education","lineage":["https://openalex.org/I30338065"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Luciene Eberle","raw_affiliation_strings":["Universidade de Caxias do Sul,  Brasil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidade de Caxias do Sul,  Brasil","institution_ids":["https://openalex.org/I30338065"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5073342748","display_name":"Gabriel Sperandio Milan","orcid":"https://orcid.org/0000-0003-3480-2653","observed_orcids":["https://orcid.org/0000-0003-3480-2653"]},"institutions":[{"id":"https://openalex.org/I30338065","display_name":"Universidade de Caxias do Sul","ror":"https://ror.org/05rpzs058","country_code":"BR","type":"education","lineage":["https://openalex.org/I30338065"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Gabriel Sperandio Milan","raw_affiliation_strings":["Universidade de Caxias do Sul,  Brasil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidade de Caxias do Sul,  Brasil","institution_ids":["https://openalex.org/I30338065"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5069149613","display_name":"Fernanda Lazzari","orcid":"https://orcid.org/0000-0002-6480-0547","observed_orcids":["https://orcid.org/0000-0002-6480-0547"]},"institutions":[{"id":"https://openalex.org/I130442723","display_name":"Universidade Federal do Rio Grande do Sul","ror":"https://ror.org/041yk2d64","country_code":"BR","type":"education","lineage":["https://openalex.org/I130442723"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Fernanda Lazzari","raw_affiliation_strings":["Universidade Federal do Rio Grande do Sul,  Brasil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidade Federal do Rio Grande do Sul,  Brasil","institution_ids":["https://openalex.org/I130442723"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.7397,"has_fulltext":true,"cited_by_count":14,"citation_normalized_percentile":{"value":0.84479531,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":87,"max":97},"biblio":{"volume":"9","issue":"2","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T13929","display_name":"Educational Outcomes and Influences","score":0.00039999998989515007,"subfield":{"id":"https://openalex.org/subfields/3304","display_name":"Education"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality-dimensions","display_name":"service quality dimensions","score":0.9800000190734863},{"id":"https://openalex.org/keywords/higher-education-institutions","display_name":"higher education institutions","score":0.6259999871253967},{"id":"https://openalex.org/keywords/student-perceptions","display_name":"student perceptions","score":0.7549999952316284},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.8659999966621399},{"id":"https://openalex.org/keywords/graduate-programs","display_name":"graduate programs","score":0.6269999742507935},{"id":"https://openalex.org/keywords/competitive-advantage","display_name":"competitive advantage","score":0.5770000219345093},{"id":"https://openalex.org/keywords/student-retention","display_name":"student retention","score":0.9190000295639038},{"id":"https://openalex.org/keywords/market-positioning","display_name":"market positioning","score":0.718999981880188},{"id":"https://openalex.org/keywords/serra-gaucha","display_name":"Serra Ga\u00facha","score":0.8169999718666077}],"concepts":[{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.46470001339912415},{"id":"https://openalex.org/C18762648","wikidata":"https://www.wikidata.org/wiki/Q42213","display_name":"Work (physics)","level":2,"score":0.3375000059604645},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.3057999908924103},{"id":"https://openalex.org/C15708023","wikidata":"https://www.wikidata.org/wiki/Q80083","display_name":"Humanities","level":1,"score":0.29989999532699585},{"id":"https://openalex.org/C2778755073","wikidata":"https://www.wikidata.org/wiki/Q10858537","display_name":"Scale (ratio)","level":2,"score":0.2793999910354614},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.20909999310970306},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.2062000036239624},{"id":"https://openalex.org/C28719098","wikidata":"https://www.wikidata.org/wiki/Q44946","display_name":"Point (geometry)","level":2,"score":0.1843000054359436},{"id":"https://openalex.org/C121332964","wikidata":"https://www.wikidata.org/wiki/Q413","display_name":"Physics","level":0,"score":0.17020000517368317},{"id":"https://openalex.org/C114793014","wikidata":"https://www.wikidata.org/wiki/Q52109","display_name":"Geomorphology","level":1,"score":0.1688999980688095}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.1590/s1676-56482010000200003","doi":"https://doi.org/10.1590/s1676-56482010000200003","is_oa":true,"landing_page_url":"https://doi.org/10.1590/s1676-56482010000200003","pdf_url":"https://www.scielo.br/j/raeel/a/FKTVvYsnVdzDRJdTthG3HBw/?lang=pt&format=pdf","source":{"id":"https://openalex.org/S4210225733","display_name":"RAE eletr\u00f4nica","issn_l":"1676-5648","issn":["1676-5648"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310312277","host_organization_name":"SciELO","host_organization_lineage":["https://openalex.org/P4310312277"],"host_organization_lineage_names":["SciELO"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"RAE eletr\u00f4nica","raw_type":"journal-article"},{"id":"pmh:oai:scielo:S1676-56482010000200003","doi":null,"is_oa":true,"landing_page_url":"http://old.scielo.br/scielo.php?script=sci_arttext&pid=S1676-56482010000200003","pdf_url":null,"source":{"id":"https://openalex.org/S4306402641","display_name":"LA Referencia (Red Federada de Repositorios Institucionales de Publicaciones Cient\u00edficas)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4383465926","host_organization_name":"LA Referencia","host_organization_lineage":["https://openalex.org/I4383465926"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"RAE eletr\u00f4nica v.9 n.2 2010","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:americanae.aecid.es:2701124","doi":null,"is_oa":true,"landing_page_url":"http://www.scielo.br/scielo.php?script=sci_arttext&pid=S1676-56482010000200003","pdf_url":null,"source":{"id":"https://openalex.org/S4306400786","display_name":"Americanae (AECID Library)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"RAE eletr\u00f4nica v.9 n.2 2010","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:redalyc.org:205115849003","doi":null,"is_oa":false,"landing_page_url":"https://www.redalyc.org/articulo.oa?id=205115849003","pdf_url":null,"source":{"id":"https://openalex.org/S4377196100","display_name":"Redalyc (Universidad Aut\u00f3noma del Estado de M\u00e9xico)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I179647637","host_organization_name":"Universidad Aut\u00f3noma del Estado de M\u00e9xico","host_organization_lineage":["https://openalex.org/I179647637"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"RAE-eletr\u00f4nica (Brasil) Num.2 Vol.9","raw_type":"art\u00edculo cient\u00edfico"}],"best_oa_location":{"id":"doi:10.1590/s1676-56482010000200003","doi":"https://doi.org/10.1590/s1676-56482010000200003","is_oa":true,"landing_page_url":"https://doi.org/10.1590/s1676-56482010000200003","pdf_url":"https://www.scielo.br/j/raeel/a/FKTVvYsnVdzDRJdTthG3HBw/?lang=pt&format=pdf","source":{"id":"https://openalex.org/S4210225733","display_name":"RAE eletr\u00f4nica","issn_l":"1676-5648","issn":["1676-5648"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/P4310312277","host_organization_name":"SciELO","host_organization_lineage":["https://openalex.org/P4310312277"],"host_organization_lineage_names":["SciELO"],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"RAE eletr\u00f4nica","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/4","display_name":"Quality education","score":0.9235000014305115}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W1548729583.pdf","grobid_xml":"https://content.openalex.org/works/W1548729583.grobid-xml"},"referenced_works_count":57,"referenced_works":["https://openalex.org/W62454032","https://openalex.org/W205741157","https://openalex.org/W1514842263","https://openalex.org/W1540216574","https://openalex.org/W1574378514","https://openalex.org/W1591062594","https://openalex.org/W1594945480","https://openalex.org/W1605991455","https://openalex.org/W1689771227","https://openalex.org/W1965574139","https://openalex.org/W1966912369","https://openalex.org/W1968574630","https://openalex.org/W1979242274","https://openalex.org/W1979907230","https://openalex.org/W1991623719","https://openalex.org/W1997223225","https://openalex.org/W1999174544","https://openalex.org/W2000613295","https://openalex.org/W2008848828","https://openalex.org/W2025926893","https://openalex.org/W2026368098","https://openalex.org/W2027362948","https://openalex.org/W2027843557","https://openalex.org/W2028809046","https://openalex.org/W2029303501","https://openalex.org/W2029373832","https://openalex.org/W2029758834","https://openalex.org/W2033119984","https://openalex.org/W2036873495","https://openalex.org/W2044785436","https://openalex.org/W2049224925","https://openalex.org/W2050740301","https://openalex.org/W2053093940","https://openalex.org/W2058793154","https://openalex.org/W2061659318","https://openalex.org/W2062519978","https://openalex.org/W2067660748","https://openalex.org/W2068685197","https://openalex.org/W2070054856","https://openalex.org/W2075517342","https://openalex.org/W2080377611","https://openalex.org/W2081774187","https://openalex.org/W2092642905","https://openalex.org/W2094013842","https://openalex.org/W2135173663","https://openalex.org/W2139003480","https://openalex.org/W2143177639","https://openalex.org/W2147709702","https://openalex.org/W2151141708","https://openalex.org/W2154682426","https://openalex.org/W2156948047","https://openalex.org/W2234232270","https://openalex.org/W2316110746","https://openalex.org/W2346531014","https://openalex.org/W2611897969","https://openalex.org/W4245103770","https://openalex.org/W4298870207"],"related_works":["https://openalex.org/W2493202455","https://openalex.org/W1667370091","https://openalex.org/W2467004686","https://openalex.org/W2023878863","https://openalex.org/W2523796534","https://openalex.org/W7220244379","https://openalex.org/W2725051677","https://openalex.org/W2200978948","https://openalex.org/W2537796238","https://openalex.org/W2527150760"],"abstract_inverted_index":{"O":[0],"presente":[1],"trabalho":[2],"busca":[3,59],"identificar":[4],"e":[5,74,97],"avaliar":[6],"a":[7,42,58,78,80,84,92,99,126],"percep\u00e7\u00e3o":[8,85],"dos":[9,86],"clientes":[10,102],"(alunos)":[11],"sobre":[12,41],"os":[13],"servi\u00e7os":[14,96],"de":[15,18,36,46,60,66,90,94,101,107,117,119,124],"uma":[16],"Institui\u00e7\u00e3o":[17],"Ensino":[19],"Superior":[20],"(IES)":[21],"da":[22,34,109,128],"Serra":[23],"Ga\u00facha,":[24],"no":[25,88],"estado":[26],"do":[27,30],"Rio":[28],"Grande":[29],"Sul,":[31],"por":[32],"meio":[33],"identifica\u00e7\u00e3o":[35,71],"atributos":[37,73],"que":[38,53,121],"t\u00eam":[39],"impacto":[40],"satisfa\u00e7\u00e3o,":[43],"bem":[44],"como":[45],"dimens\u00f5es":[47,75,116],"ou":[48],"fatores":[49],"relacionados":[50],"\u00e0":[51],"qualidade,":[52],"podem":[54,122],"ser":[55],"sugeridos":[56],"para":[57],"um":[61],"diferencial":[62],"competitivo":[63],"em":[64],"cursos":[65],"p\u00f3s-gradua\u00e7\u00e3o":[67],"(lato":[68],"sensu).":[69],"A":[70],"desses":[72],"pode":[76],"ajudar":[77],"institui\u00e7\u00e3o":[79],"priorizar":[81],"a\u00e7\u00f5es,":[82],"considerando":[83],"alunos,":[87],"sentido":[89],"elevar":[91],"qualidade":[93,118],"seus":[95],"estimular":[98],"reten\u00e7\u00e3o":[100],"(alunos),":[103],"consolidando":[104],"o":[105],"posicionamento":[106],"mercado":[108],"IES.":[110,129],"Os":[111],"resultados":[112],"obtidos":[113],"evidenciaram":[114],"seis":[115],"servi\u00e7os,":[120],"servir":[123],"base":[125],"direcionamentos":[127]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":3},{"year":2013,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}