{"id":"https://openalex.org/W2003593595","doi":"https://doi.org/10.1590/s0034-75902009000400004","title":"Escalas concorrentes para a mensura\u00e7\u00e3oda qualidade percebida: uma compara\u00e7\u00e3o entre a Servqual e a RSQ","display_name":"Escalas concorrentes para a mensura\u00e7\u00e3oda qualidade percebida: uma compara\u00e7\u00e3o entre a Servqual e a RSQ","publication_year":2009,"publication_date":"2009-12-01","ids":{"openalex":"https://openalex.org/W2003593595","doi":"https://doi.org/10.1590/s0034-75902009000400004","mag":"2003593595"},"language":"pt","primary_location":{"id":"doi:10.1590/s0034-75902009000400004","doi":"https://doi.org/10.1590/s0034-75902009000400004","is_oa":true,"landing_page_url":"https://doi.org/10.1590/s0034-75902009000400004","pdf_url":"https://www.scielo.br/j/rae/a/4nQSQ3vq5zf3vXvwvk9vk9b/?lang=pt&format=pdf","source":{"id":"https://openalex.org/S203848637","display_name":"Revista de Administra\u00e7\u00e3o de Empresas","issn_l":"0034-7590","issn":["0034-7590","2178-938X"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","doaj","erih-plus","norway-1","poland-40","russia-white-list-2","scielo","vabb-shw"],"host_organization":"https://openalex.org/P4310312246","host_organization_name":"Funda\u00e7\u00e3o Get\u00falio Vargas","host_organization_lineage":["https://openalex.org/P4310312246"],"host_organization_lineage_names":["Funda\u00e7\u00e3o Get\u00falio Vargas"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Revista de Administra\u00e7\u00e3o de Empresas","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/rae/a/4nQSQ3vq5zf3vXvwvk9vk9b/?lang=pt&format=pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5023740454","display_name":"Evandro Luiz Lopes","orcid":"https://orcid.org/0000-0002-2780-4215","observed_orcids":["https://orcid.org/0000-0002-2780-4215"]},"institutions":[{"id":"https://openalex.org/I3017888287","display_name":"Universidade Nove de Julho","ror":"https://ror.org/005mpbw70","country_code":"BR","type":"education","lineage":["https://openalex.org/I3017888287"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Evandro Luiz Lopes","raw_affiliation_strings":["Universidade Nove de Julho, Brasil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidade Nove de Julho, Brasil","institution_ids":["https://openalex.org/I3017888287"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5087971727","display_name":"Jos\u00e9 Mauro da Costa Hernandez","orcid":"https://orcid.org/0000-0002-0704-0035","observed_orcids":["https://orcid.org/0000-0002-0704-0035"]},"institutions":[{"id":"https://openalex.org/I17974374","display_name":"Universidade de S\u00e3o Paulo","ror":"https://ror.org/036rp1748","country_code":"BR","type":"education","lineage":["https://openalex.org/I17974374"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Jos\u00e9 Mauro da Costa Hernandez","raw_affiliation_strings":["Universidade de S\u00e3o Paulo, Brasil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidade de S\u00e3o Paulo, Brasil","institution_ids":["https://openalex.org/I17974374"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5020823276","display_name":"Jouliana Jordan Nohara","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I3017888287","display_name":"Universidade Nove de Julho","ror":"https://ror.org/005mpbw70","country_code":"BR","type":"education","lineage":["https://openalex.org/I3017888287"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Jouliana Jordan Nohara","raw_affiliation_strings":["Universidade Nove de Julho, Brasil"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universidade Nove de Julho, Brasil","institution_ids":["https://openalex.org/I3017888287"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.182,"has_fulltext":true,"cited_by_count":18,"citation_normalized_percentile":{"value":0.86927471,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"49","issue":"4","first_page":"401","last_page":"416"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":1.0,"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":1.0,"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/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0,"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/T11114","display_name":"Service and Product Innovation","score":0.0,"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/perceived-service-quality","display_name":"perceived service quality","score":0.9769999980926514},{"id":"https://openalex.org/keywords/servqual","display_name":"SERVQUAL","score":0.7599999904632568},{"id":"https://openalex.org/keywords/retail-service-quality-scale","display_name":"Retail Service Quality Scale","score":0.8859999775886536},{"id":"https://openalex.org/keywords/scale-comparison","display_name":"scale comparison","score":0.8230000138282776},{"id":"https://openalex.org/keywords/home-centers","display_name":"home centers","score":0.7160000205039978},{"id":"https://openalex.org/keywords/retail-stores","display_name":"retail stores","score":0.5699999928474426},{"id":"https://openalex.org/keywords/customer-loyalty","display_name":"customer loyalty","score":0.9010000228881836},{"id":"https://openalex.org/keywords/nomological-validity","display_name":"nomological validity","score":0.6940000057220459},{"id":"https://openalex.org/keywords/scale-reliability","display_name":"scale reliability","score":0.4180000126361847}],"concepts":[{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.8063312768936157},{"id":"https://openalex.org/C15708023","wikidata":"https://www.wikidata.org/wiki/Q80083","display_name":"Humanities","level":1,"score":0.5833271145820618},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3819118142127991},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.3715690076351166},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.1567392647266388},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.15144556760787964},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.14630946516990662},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.05941411852836609}],"mesh":[],"locations_count":8,"locations":[{"id":"doi:10.1590/s0034-75902009000400004","doi":"https://doi.org/10.1590/s0034-75902009000400004","is_oa":true,"landing_page_url":"https://doi.org/10.1590/s0034-75902009000400004","pdf_url":"https://www.scielo.br/j/rae/a/4nQSQ3vq5zf3vXvwvk9vk9b/?lang=pt&format=pdf","source":{"id":"https://openalex.org/S203848637","display_name":"Revista de Administra\u00e7\u00e3o de Empresas","issn_l":"0034-7590","issn":["0034-7590","2178-938X"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","doaj","erih-plus","norway-1","poland-40","russia-white-list-2","scielo","vabb-shw"],"host_organization":"https://openalex.org/P4310312246","host_organization_name":"Funda\u00e7\u00e3o Get\u00falio Vargas","host_organization_lineage":["https://openalex.org/P4310312246"],"host_organization_lineage_names":["Funda\u00e7\u00e3o Get\u00falio Vargas"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Revista de Administra\u00e7\u00e3o de Empresas","raw_type":"journal-article"},{"id":"pmh:oai:ojs.periodicos.fgv.br:article/36380","doi":null,"is_oa":true,"landing_page_url":"https://periodicos.fgv.br/rae/article/view/36380","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":"instacron:FGV","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:scielo:S0034-75902009000400004","doi":null,"is_oa":true,"landing_page_url":"http://old.scielo.br/scielo.php?script=sci_arttext&pid=S0034-75902009000400004","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 de Empresas v.49 n.4 2009","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:www.producao.usp.br:BDPI/14570","doi":null,"is_oa":false,"landing_page_url":"http://producao.usp.br/handle/BDPI/14570","pdf_url":null,"source":{"id":"https://openalex.org/S4306402433","display_name":"Portuguese National Funding Agency for Science, Research and Technology (RCAAP Project by FCT)","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":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"reponame:Reposit\u00f3rio Institucional da USP","raw_type":"publishedVersion"},{"id":"pmh:oai:www.producao.usp.br:BDPI/2726","doi":null,"is_oa":false,"landing_page_url":"http://producao.usp.br/handle/BDPI/2726","pdf_url":null,"source":{"id":"https://openalex.org/S4306402433","display_name":"Portuguese National Funding Agency for Science, Research and Technology (RCAAP Project by FCT)","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":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"reponame:Reposit\u00f3rio Institucional da USP","raw_type":"publishedVersion"},{"id":"pmh:oai:RePEc:fgv:eaerae:v:49:y:2009:i:4:a:36380","doi":null,"is_oa":false,"landing_page_url":"http://bibliotecadigital.fgv.br/ojs/index.php/rae/article/view/36380","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:2714041","doi":null,"is_oa":true,"landing_page_url":"http://americanae.aecid.es/americanae/es/registros/registro.do?tipoRegistro=MTD&idBib=2714041","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":"Revista de Administra\u00e7\u00e3o de Empresas v.49 n.4 2009","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:doaj.org/article:b187f49d00de4461ac94f787635d48d9","doi":null,"is_oa":false,"landing_page_url":"https://doaj.org/article/b187f49d00de4461ac94f787635d48d9","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":"RAE: Revista de Administra\u00e7\u00e3o de Empresas, Vol 49, Iss 4 (2009)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.1590/s0034-75902009000400004","doi":"https://doi.org/10.1590/s0034-75902009000400004","is_oa":true,"landing_page_url":"https://doi.org/10.1590/s0034-75902009000400004","pdf_url":"https://www.scielo.br/j/rae/a/4nQSQ3vq5zf3vXvwvk9vk9b/?lang=pt&format=pdf","source":{"id":"https://openalex.org/S203848637","display_name":"Revista de Administra\u00e7\u00e3o de Empresas","issn_l":"0034-7590","issn":["0034-7590","2178-938X"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","doaj","erih-plus","norway-1","poland-40","russia-white-list-2","scielo","vabb-shw"],"host_organization":"https://openalex.org/P4310312246","host_organization_name":"Funda\u00e7\u00e3o Get\u00falio Vargas","host_organization_lineage":["https://openalex.org/P4310312246"],"host_organization_lineage_names":["Funda\u00e7\u00e3o Get\u00falio Vargas"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Revista de Administra\u00e7\u00e3o de Empresas","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2003593595.pdf","grobid_xml":"https://content.openalex.org/works/W2003593595.grobid-xml"},"referenced_works_count":32,"referenced_works":["https://openalex.org/W24765036","https://openalex.org/W36492951","https://openalex.org/W640039808","https://openalex.org/W1537901914","https://openalex.org/W1689771227","https://openalex.org/W1965574139","https://openalex.org/W1967966700","https://openalex.org/W1978125974","https://openalex.org/W1979458586","https://openalex.org/W1979522819","https://openalex.org/W2002916456","https://openalex.org/W2008848828","https://openalex.org/W2026368098","https://openalex.org/W2028809046","https://openalex.org/W2066994192","https://openalex.org/W2077113203","https://openalex.org/W2087750581","https://openalex.org/W2102467277","https://openalex.org/W2110078189","https://openalex.org/W2111443675","https://openalex.org/W2118338381","https://openalex.org/W2122912498","https://openalex.org/W2152564127","https://openalex.org/W2153723851","https://openalex.org/W2312990529","https://openalex.org/W2341937607","https://openalex.org/W2606464822","https://openalex.org/W2611897969","https://openalex.org/W2790384900","https://openalex.org/W3126069941","https://openalex.org/W4245103770","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W4298505723","https://openalex.org/W7064742501","https://openalex.org/W3175895162","https://openalex.org/W2805215723","https://openalex.org/W2784386667","https://openalex.org/W2140682619","https://openalex.org/W2151808041","https://openalex.org/W2467694837","https://openalex.org/W2345818014","https://openalex.org/W2919141145"],"abstract_inverted_index":{"N\u00e3o":[0],"h\u00e1":[1],"d\u00favida":[2],"sobre":[3],"a":[4,49,55,66,122,133,147],"import\u00e2ncia":[5],"da":[6,41,140],"qualidade":[7,18,42],"de":[8,12,39,44,63,73,77,85,98,112,119,137],"servi\u00e7os":[9],"como":[10,71],"fator":[11],"sucesso":[13],"empresarial,":[14],"mas":[15],"mensurar":[16],"essa":[17],"tem":[19],"se":[20,25],"mostrado":[21],"um":[22],"desafio":[23],"quando":[24],"consideram":[26],"diferentes":[27],"contextos.":[28],"Diante":[29],"disso,":[30],"o":[31],"objetivo":[32],"deste":[33],"estudo":[34],"foi":[35,135],"testar":[36],"duas":[37,107],"escalas":[38,108],"mensura\u00e7\u00e3o":[40],"percebida":[43],"servi\u00e7os.":[45],"A":[46],"compara\u00e7\u00e3o":[47],"entre":[48],"escala":[50,123,128],"Service":[51,57],"Quality":[52,58],"(Servqual)":[53],"e":[54,69,102,114],"Retail":[56],"(RSQ),":[59],"deu-se":[60],"por":[61],"meio":[62],"survey":[64],"junto":[65],"351":[67],"respondentes":[68],"utilizou":[70],"ambiente":[72],"pesquisa":[74],"uma":[75,130],"rede":[76],"home":[78],"centers":[79],"com":[80],"lojas":[81],"localizadas":[82],"na":[83],"cidade":[84],"S\u00e3o":[86],"Paulo.":[87],"Para":[88],"analisar":[89],"os":[90],"dados":[91],"obtidos,":[92],"foram":[93],"utilizadas":[94],"as":[95,106],"t\u00e9cnicas":[96],"multivariadas":[97],"an\u00e1lise":[99],"fatorial":[100],"explorat\u00f3ria":[101],"confirmat\u00f3ria.":[103],"Como":[104],"resultado,":[105],"demonstraram":[109],"n\u00edveis":[110],"aceit\u00e1veis":[111],"confiabilidade":[113],"validade.":[115],"Entretanto,":[116],"no":[117],"teste":[118],"validade":[120],"nomol\u00f3gica,":[121],"RSQ":[124],"mostrou-se":[125],"superior":[126],"\u00e0":[127],"Servqual,":[129],"vez":[131],"que":[132],"primeira":[134],"capaz":[136],"explicar":[138],"43%":[139],"lealdade":[141],"em":[142],"rela\u00e7\u00e3o":[143],"ao":[144],"varejista,":[145],"enquanto":[146],"segunda":[148],"explicou":[149],"apenas":[150],"11%.":[151]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":2},{"year":2014,"cited_by_count":3},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":2}],"updated_date":"2026-10-23T09:35:12.469056","created_date":"2016-06-24T00:00:00"}