Retrospective view of SERVQUAL for prospective directions: A bibliometric analysis. Journal of Management Info, [S. l.], v. 10, n. 3, p. 227–241, 2023. DOI: 10.31580/z2d92464. Disponível em: https://readersinsight.net/index.php/jmi/article/view/2843. Acesso em: 5 may. 2026.