{"id":"https://openalex.org/W2000613295","doi":"https://doi.org/10.1590/s1415-65551998000100007","title":"Pesquisa de satisfa\u00e7\u00e3o de clientes: o estado-da-arte e proposi\u00e7\u00e3o de um m\u00e9todo brasileiro","display_name":"Pesquisa de satisfa\u00e7\u00e3o de clientes: o estado-da-arte e proposi\u00e7\u00e3o de um m\u00e9todo brasileiro","publication_year":1998,"publication_date":"1998-04-01","ids":{"openalex":"https://openalex.org/W2000613295","doi":"https://doi.org/10.1590/s1415-65551998000100007","mag":"2000613295"},"language":"pt","primary_location":{"id":"doi:10.1590/s1415-65551998000100007","doi":"https://doi.org/10.1590/s1415-65551998000100007","is_oa":true,"landing_page_url":"https://doi.org/10.1590/s1415-65551998000100007","pdf_url":"https://www.scielo.br/j/rac/a/nwpfNHVMj4LYjbrxbQmCFNS/?lang=pt&format=pdf","source":{"id":"https://openalex.org/S2739018597","display_name":"Revista de Administra\u00e7\u00e3o Contempor\u00e2nea","issn_l":"1415-6555","issn":["1415-6555","1982-7849"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","erih-plus","latindex","norway-1","poland-20","russia-white-list-4","scielo"],"host_organization":"https://openalex.org/P4310312426","host_organization_name":"Associa\u00e7\u00e3o Nacional de P\u00f3s-Gradua\u00e7\u00e3o e Pesquisa em Administra\u00e7\u00e3o (ANPAD)","host_organization_lineage":["https://openalex.org/P4310312426"],"host_organization_lineage_names":["Associa\u00e7\u00e3o Nacional de P\u00f3s-Gradua\u00e7\u00e3o e Pesquisa em Administra\u00e7\u00e3o (ANPAD)"],"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":"Revista de Administra\u00e7\u00e3o Contempor\u00e2nea","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://www.scielo.br/j/rac/a/nwpfNHVMj4LYjbrxbQmCFNS/?lang=pt&format=pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5065548920","display_name":"Carlos Alberto Vargas Rossi","orcid":null,"observed_orcids":[]},"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"]},{"id":"https://openalex.org/I2699952","display_name":"Pontif\u00edcia Universidade Cat\u00f3lica do Rio de Janeiro","ror":"https://ror.org/01dg47b60","country_code":"BR","type":"education","lineage":["https://openalex.org/I2699952"]},{"id":"https://openalex.org/I875251973","display_name":"Universidad Cat\u00f3lica del Uruguay","ror":"https://ror.org/019xvpc30","country_code":"UY","type":"education","lineage":["https://openalex.org/I875251973"]}],"countries":["BR","UY"],"is_corresponding":false,"raw_author_name":"Carlos Alberto Vargas Rossi","raw_affiliation_strings":["Universidade Federal do Rio Grande do Sul; Pontif\u00edcia Universidade Cat\u00f3lica do Rio de Janeiro; Universidad Cat\u00f3lica del Uruguay; Universidad de la Provincia de Buenos Aires,  Brasil","Universidade Federal do Rio Grande do Sul; Pontif\u00edcia Universidade Cat\u00f3lica do Rio de Janeiro; Universidad Cat\u00f3lica del Uruguay; Universidad de la Provincia de Buenos Aires, Brasil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidade Federal do Rio Grande do Sul; Pontif\u00edcia Universidade Cat\u00f3lica do Rio de Janeiro; Universidad Cat\u00f3lica del Uruguay; Universidad de la Provincia de Buenos Aires,  Brasil","institution_ids":["https://openalex.org/I130442723","https://openalex.org/I2699952","https://openalex.org/I875251973"]},{"raw_affiliation_string":"Universidade Federal do Rio Grande do Sul; Pontif\u00edcia Universidade Cat\u00f3lica do Rio de Janeiro; Universidad Cat\u00f3lica del Uruguay; Universidad de la Provincia de Buenos Aires, Brasil","institution_ids":["https://openalex.org/I130442723","https://openalex.org/I2699952","https://openalex.org/I875251973"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5038154267","display_name":"Luiz Ant\u00f4nio Slongo","orcid":"https://orcid.org/0000-0002-8269-4338","observed_orcids":["https://orcid.org/0000-0002-8269-4338"]},"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"]},{"id":"https://openalex.org/I2699952","display_name":"Pontif\u00edcia Universidade Cat\u00f3lica do Rio de Janeiro","ror":"https://ror.org/01dg47b60","country_code":"BR","type":"education","lineage":["https://openalex.org/I2699952"]},{"id":"https://openalex.org/I45643870","display_name":"Pontif\u00edcia Universidade Cat\u00f3lica do Rio Grande do Sul","ror":"https://ror.org/025vmq686","country_code":"BR","type":"education","lineage":["https://openalex.org/I45643870"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Luiz Antonio Slongo","raw_affiliation_strings":["Universidade Federal do Rio Grande do Sul; Universidade Federal do Rio Grande do Sul; Pontif\u00edcia Universidade Cat\u00f3lica do Rio Grande do Sul; Pontif\u00edcia Universidade Cat\u00f3lica do Rio de Janeiro,  Brasil","Universidade Federal do Rio Grande do Sul; Universidade Federal do Rio Grande do Sul; Pontif\u00edcia Universidade Cat\u00f3lica do Rio Grande do Sul; Pontif\u00edcia Universidade Cat\u00f3lica do Rio de Janeiro, Brasil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidade Federal do Rio Grande do Sul; Universidade Federal do Rio Grande do Sul; Pontif\u00edcia Universidade Cat\u00f3lica do Rio Grande do Sul; Pontif\u00edcia Universidade Cat\u00f3lica do Rio de Janeiro,  Brasil","institution_ids":["https://openalex.org/I130442723","https://openalex.org/I2699952","https://openalex.org/I45643870"]},{"raw_affiliation_string":"Universidade Federal do Rio Grande do Sul; Universidade Federal do Rio Grande do Sul; Pontif\u00edcia Universidade Cat\u00f3lica do Rio Grande do Sul; Pontif\u00edcia Universidade Cat\u00f3lica do Rio de Janeiro, Brasil","institution_ids":["https://openalex.org/I130442723","https://openalex.org/I2699952","https://openalex.org/I45643870"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":4,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":4.2118,"has_fulltext":true,"cited_by_count":92,"citation_normalized_percentile":{"value":0.93141753,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":99},"biblio":{"volume":"2","issue":"1","first_page":"101","last_page":"125"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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/T12384","display_name":"Customer churn and segmentation","score":0.0005000000237487257,"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/T11722","display_name":"Patient Satisfaction in Healthcare","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.8970000147819519},{"id":"https://openalex.org/keywords/customer-satisfaction-measurement","display_name":"customer satisfaction measurement","score":0.9520000219345093},{"id":"https://openalex.org/keywords/benchmarking","display_name":"benchmarking","score":0.628000020980835}],"concepts":[{"id":"https://openalex.org/C15708023","wikidata":"https://www.wikidata.org/wiki/Q80083","display_name":"Humanities","level":1,"score":0.6173285841941833},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.34546399116516113},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.25039422512054443}],"mesh":[],"locations_count":8,"locations":[{"id":"doi:10.1590/s1415-65551998000100007","doi":"https://doi.org/10.1590/s1415-65551998000100007","is_oa":true,"landing_page_url":"https://doi.org/10.1590/s1415-65551998000100007","pdf_url":"https://www.scielo.br/j/rac/a/nwpfNHVMj4LYjbrxbQmCFNS/?lang=pt&format=pdf","source":{"id":"https://openalex.org/S2739018597","display_name":"Revista de Administra\u00e7\u00e3o Contempor\u00e2nea","issn_l":"1415-6555","issn":["1415-6555","1982-7849"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","erih-plus","latindex","norway-1","poland-20","russia-white-list-4","scielo"],"host_organization":"https://openalex.org/P4310312426","host_organization_name":"Associa\u00e7\u00e3o Nacional de P\u00f3s-Gradua\u00e7\u00e3o e Pesquisa em Administra\u00e7\u00e3o (ANPAD)","host_organization_lineage":["https://openalex.org/P4310312426"],"host_organization_lineage_names":["Associa\u00e7\u00e3o Nacional de P\u00f3s-Gradua\u00e7\u00e3o e Pesquisa em Administra\u00e7\u00e3o (ANPAD)"],"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":"Revista de Administra\u00e7\u00e3o Contempor\u00e2nea","raw_type":"journal-article"},{"id":"pmh:oai:scielo:S1415-65551998000100007","doi":null,"is_oa":true,"landing_page_url":"http://old.scielo.br/scielo.php?script=sci_arttext&amp;pid=S1415-65551998000100007","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":"Revista de Administra\u00e7\u00e3o Contempor\u00e2nea v.2 n.1 1998","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:www.lume.ufrgs.br:10183/193129","doi":null,"is_oa":true,"landing_page_url":"http://hdl.handle.net/10183/193129","pdf_url":"https://lume.ufrgs.br/bitstream/10183/193129/1/000225515.pdf","source":{"id":"https://openalex.org/S4306401468","display_name":"Lume (Universidade Federal do Rio Grande do Sul)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210097146","host_organization_name":"Hospital de Cl\u00ednicas de Porto Alegre","host_organization_lineage":["https://openalex.org/I4210097146"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"Artigo de peri\u00f3dico"},{"id":"pmh:oai:RePEc:abg:anprac:f96e5f8d404dd05a8a52e0fdee913549f93cba81","doi":null,"is_oa":false,"landing_page_url":"https://rac.anpad.org.br/index.php/rac/article/view/33/33","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"},{"id":"pmh:oai:RePEc:abg:anprac:v:2:y:1998:i:1:33","doi":null,"is_oa":false,"landing_page_url":"https://rac.anpad.org.br/index.php/rac/article/view/33/33","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"},{"id":"pmh:oai:americanae.aecid.es:2647972","doi":null,"is_oa":true,"landing_page_url":"http://americanae.aecid.es/americanae/es/registros/registro.do?tipoRegistro=MTD&idBib=2647972","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":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"reponame:Reposit\u00f3rio Institucional da UFRGS","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:doaj.org/article:eb807041a350431d937173bdfad068e1","doi":null,"is_oa":false,"landing_page_url":"https://doaj.org/article/eb807041a350431d937173bdfad068e1","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","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":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"RAC: Revista de Administra\u00e7\u00e3o Contempor\u00e2nea, Vol 2, Iss 1","raw_type":"article"},{"id":"pmh:oai:redalyc.org:84013649007","doi":null,"is_oa":false,"landing_page_url":"https://www.redalyc.org/articulo.oa?id=84013649007","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":"RAC - Revista de Administra\u00e7\u00e3o Contempor\u00e2nea (Brasil) Num.1 Vol.2","raw_type":"art\u00edculo cient\u00edfico"}],"best_oa_location":{"id":"doi:10.1590/s1415-65551998000100007","doi":"https://doi.org/10.1590/s1415-65551998000100007","is_oa":true,"landing_page_url":"https://doi.org/10.1590/s1415-65551998000100007","pdf_url":"https://www.scielo.br/j/rac/a/nwpfNHVMj4LYjbrxbQmCFNS/?lang=pt&format=pdf","source":{"id":"https://openalex.org/S2739018597","display_name":"Revista de Administra\u00e7\u00e3o Contempor\u00e2nea","issn_l":"1415-6555","issn":["1415-6555","1982-7849"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["cwts-core","doaj","erih-plus","latindex","norway-1","poland-20","russia-white-list-4","scielo"],"host_organization":"https://openalex.org/P4310312426","host_organization_name":"Associa\u00e7\u00e3o Nacional de P\u00f3s-Gradua\u00e7\u00e3o e Pesquisa em Administra\u00e7\u00e3o (ANPAD)","host_organization_lineage":["https://openalex.org/P4310312426"],"host_organization_lineage_names":["Associa\u00e7\u00e3o Nacional de P\u00f3s-Gradua\u00e7\u00e3o e Pesquisa em Administra\u00e7\u00e3o (ANPAD)"],"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":"Revista de Administra\u00e7\u00e3o Contempor\u00e2nea","raw_type":"journal-article"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2000613295.pdf","grobid_xml":"https://content.openalex.org/works/W2000613295.grobid-xml"},"referenced_works_count":19,"referenced_works":["https://openalex.org/W29852861","https://openalex.org/W605031731","https://openalex.org/W1594945480","https://openalex.org/W1979522819","https://openalex.org/W2007168259","https://openalex.org/W2008848828","https://openalex.org/W2025926893","https://openalex.org/W2027362948","https://openalex.org/W2028809046","https://openalex.org/W2054095862","https://openalex.org/W2067660748","https://openalex.org/W2070054856","https://openalex.org/W2081774187","https://openalex.org/W2190360211","https://openalex.org/W2230618242","https://openalex.org/W2319191980","https://openalex.org/W4236934607","https://openalex.org/W4241862464","https://openalex.org/W4245103770"],"related_works":["https://openalex.org/W2748952813","https://openalex.org/W93312527","https://openalex.org/W2603296253","https://openalex.org/W1589203209","https://openalex.org/W2557454913","https://openalex.org/W828925460","https://openalex.org/W11365241","https://openalex.org/W1013667899","https://openalex.org/W2559405764","https://openalex.org/W157591366"],"abstract_inverted_index":{"Este":[0],"artigo":[1],"traz":[2],"\u00e0":[3,84],"discuss\u00e3o":[4],"o":[5,28,59,102],"momentoso":[6],"tema":[7],"da":[8,61,97,104],"satisfa\u00e7\u00e3o":[9,25,66,92],"de":[10,22,24,26,67,86,89,91,93,117],"clientes.":[11],"Para":[12],"tanto,":[13],"discute-se":[14],"a":[15,18,31,70],"import\u00e2ncia":[16],"e":[17,37,49,69,112,114,122],"oportunidade":[19],"das":[20],"pesquisas":[21,127],"medi\u00e7\u00e3o":[23],"clientes,":[27],"seu":[29],"estado-da-arte,":[30],"apresenta\u00e7\u00e3o":[32],"detalhada":[33],"do":[34,56,73,82,99],"m\u00e9todo":[35,74,88],"concebido":[36],"utilizado":[38],"no":[39,128],"Brasil":[40],"pelos":[41,77,107],"autores":[42,108],"deste":[43],"trabalho,":[44,83],"bem":[45],"como":[46],"suas":[47],"limita\u00e7\u00f5es":[48],"implica\u00e7\u00f5es":[50],"futuras":[51],"para":[52],"pesquisa.":[53],"No":[54],"desenvolvimento":[55],"artigo,":[57],"tem-se":[58],"exame":[60],"literatura":[62],"mais":[63],"atualizada":[64],"sobre":[65,101],"clientes":[68,94],"descri\u00e7\u00e3o":[71],"pormenorizada":[72],"brasileiro":[75],"desenvolvido":[76],"autores.":[78],"Chega-se,":[79],"ao":[80],"longo":[81],"oferta":[85],"um":[87],"pesquisa":[90,111],"que":[95],"deriva":[96],"considera\u00e7\u00e3o":[98],"estado-da-arte":[100],"tema,":[103],"experi\u00eancia":[105],"acumulada":[106],"em":[109,119],"ensino,":[110],"consultoria":[113],"pela":[115],"realiza\u00e7\u00e3o":[116],"benchmarking":[118],"empresas":[120],"pioneiras":[121],"reputadas":[123],"nas":[124],"pr\u00e1ticas":[125],"dessas":[126],"Brasil.":[129]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":2},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":7},{"year":2015,"cited_by_count":6},{"year":2014,"cited_by_count":4},{"year":2013,"cited_by_count":4},{"year":2012,"cited_by_count":13}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2025-10-10T00:00:00"}
