Información de la revista
Vol. 12. Núm. 1.
Páginas 52-53 (Enero - Febrero 1998)
Respuestas rápidas
Compartir
Compartir
Descargar PDF
Más opciones de artículo
Vol. 12. Núm. 1.
Páginas 52-53 (Enero - Febrero 1998)
Open Access
Respuesta
Visitas
3341
J.J. Mira, J.A. Buil, J. Rodríguez-Marín, J. Aranaz
Universidad Miguel Hernández Alicante
Este artículo ha recibido

Under a Creative Commons license
Información del artículo
El Texto completo está disponible en PDF
Bibliografía
[1.]
J.J. Mira, J. Vitaller, J. Aranaz, J.F. Herrero, J.A. Buil.
La satisfacción del paciente. Aspectos teóricos y metodológicos.
Revista de Psicología de la Salud, 4 (1992), pp. 89-116
[2.]
R. Cardozo.
An experimental study of customer effort expectation and satisfaction.
J Marketing Res, 2 (1965), pp. 244-249
[3.]
R.L. Oliver.
A cognitive model of the antecedents and consequences of satisfaction decisions.
J Marketing Res, 42 (1980), pp. 460-469
[4.]
E. Cadotte, R. Woodruff, R. Jenkins.
Expectations and norms in models of consumer satisfaction.
J Marketing Res, 24 (1987), pp. 305-314
[5.]
R.L. Oliver.
A conceptual model of service quality and service satisfaction: compatible goals, different concepts.
Advances in Services Marketing and Management, 2 (1993), pp. 65-85
[6.]
S. Taylor, T.h. Baker.
An assessment of the relationship between Service Quality and Customer Satisfaction in the formation of consumers' purchase intentions.
J Retailing, 70 (1994), pp. 163-178
[7.]
J.B. Gotlieb, D. Grewal, S.W. Brown.
Consumer satisfaction and perceived quality: complementary or divergent constructs?.
J Applied Psychol, 79 (1994), pp. 875-885
[8.]
R.A. Spreng, R.D. Mackoy.
An empirical examination of a model of perceived service quality and satisfaction.
J Retailing, 72 (1996), pp. 201-214
[9.]
A. Parasuraman, V. Zeithaml, L. Berry.
A conceptual Model of Service quality and its implications for future research.
J Marketing, 49 (1985), pp. 41-50
[10.]
A. Parasuraman, V. Zeithaml, L. Berry.
SERVQUAL: A multiple-item scale for measuring consumer perceptions of Service Quality.
J Retailing, 64 (1988), pp. 12-40
[11.]
A. Parasuraman, L. Berry, V. Zeithaml.
Refinement and reassessment of the SERVQUAL Scale.
J Retailing, 67 (1991), pp. 420-450
[12.]
A. Parasuraman, V. Zeithaml, L. Berry.
Alternative scales for measuring Service Quality: a comparative assessment based on psychometric and diagnostic criteria.
J Retailing, 70 (1994), pp. 201-230
[13.]
G. Churchill, C. Surprenaut.
An investigation into the determinants of customer satisfaction.
J Marketing Res, 19 (1982), pp. 491-504
[14.]
R. Bolton, J. Drew.
A multistage model of customers' assessment of service quality and value.
J Consumer Res, 17 (1991), pp. 375-384
[15.]
A. Parasuraman, L. Berry, V.A Zeithaml.
More on improving Service Quality measurement.
J Retailing, 69 (1993), pp. 140-147
[16.]
A. Parasuraman, V. Zeithaml, L. Berry.
A. Reassessment of expectations as a comparison standard in measuring Service Quality: implications for further research.
J Marketing, 58 (1994), pp. 111-124
Copyright © 1998. Sociedad Española de Salud Pública y Administración Sanitaria
Idiomas
Gaceta Sanitaria
Opciones de artículo
Herramientas
es en

¿Es usted profesional sanitario apto para prescribir o dispensar medicamentos?

Are you a health professional able to prescribe or dispense drugs?