Berry, L. L. (1995), “Relationship Marketing of Services – Growing Interest, Emerging Perspectives”, Journal of
the Academy of Marketing Science, Vol. 23, No.4, pp. 236-245.
Caruana, A. (2002), “Service loyalty - The effects of service quality and the mediating role of customer
satisfaction”, European Journal of Marketing, Vol. 36, No. 7/8, pp. 811-828.
Hoffman, K. D.; Bateson, J. E. G. (2002), Princípios de Marketing de Serviços – Conceitos Estratégias e Casos.
2ª Edição. São Paulo: Thomson.
Lovelock, C.; Writz, J. (2006), Marketing de Serviços – Pessoas, Tecnologia e Resultados. 5ª Edição. São Paulo:
Pearson Prentice Hall.
Parasuraman, A., Zeithaml, V. A., Berry, L. L. (1988), “SERVQUAL: A Multiple-Item Scale for Measuring
Consumer Perceptions of Service Quality”, Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
Zeithaml, V., Parasuraman, A., Berry, L. L., (1985), “Problems and Strategies in Services Marketing”, Journal of
Marketing, Vol. 49, pp. 33-46.