000			01839naa a2200217uu 4500
001			0100515461137
003			OSt
005			20190211173734.0
008			101005s2010 xx ||||gr |0|| 0 eng d
100	1		_aGARCÍA, Jose Antonio Martínez _942490
245	1	0	_aRethinking perceived service quality : _ban alternative to hierarchical and multidimensional models
260			_aOxfordshire : _bRoutledge, _cJan./Feb. 2010
520	3		_aMeasuring perceived service quality continues to be a controversial topic in management literature. Brady and Cronin's (2001) hierarchical and multidimensional model overcame several limitations of previously proposed models. Nevertheless, Brady and Cronin's conceptualisation has been the object of substantial criticism. This research describes the most important limitations of the Brady and Cronin's (2001) model, pointing out some newly identified drawbacks to this kind of conceptualisation and to using the methodology for analysing service quality models. To overcome these shortcomings, a new procedure is proposed, based on the proper identification of service quality attributes and on the study of unobserved heterogeneity in customer perceptions. An application of this procedure to the insurance industry shows the possible advantages of using this method for studying perceived quality in services. The results of the empirical study confirm the presence of several latent classes formed by customers with disparate service quality perceptions
590			_aVolume 21
590			_aNumbers 1-2
700	1		_aCARO, Laura Martínez _942491
773	0	8	_tTotal Quality Management & Business Excellence _g21, 1-2, p. 93-118 _dOxfordshire : Routledge, Jan./Feb. 2010 _xISSN 14783363 _w
942			_cS
998			_a20101005 _b1546^b _cDaiane
998			_a20101006 _b1735^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c36679 _d36679
041			_aeng