FALCÃO, Larissa Maria Argollo de Arruda; JERÔNIMO, Taciana de Barros; MELO, Fagner José Coutinho de; AQUINO, Joas Tomaz de; MEDEIROS, Denise Dumke de. USING THE SERVQUAL MODEL TO ASSESSMALL SERVICE QUALITY AND CUSTOMER SATISFACTION. Brazilian Journal of Operations & Production Management, [S. l.], v. 14, n. 1, p. 82–88, 2017. DOI: 10.14488/BJOPM.2017.v14.n1.a9. Disponível em: https://bjopm.org.br/bjopm/article/view/V14N1A9. Acesso em: 10 feb. 2026.