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A publicação pode ser exportada nos seguintes formatos: referência da APA (American Psychological Association), referência do IEEE (Institute of Electrical and Electronics Engineers), BibTeX e RIS.

Exportar Referência (APA) 
Ferreira, F. A. F., Jalali, M. S., Ferreira, J. J. M., Stankeviciene, J. & Marques, C. (2016). Understanding the dynamics behind bank branch service quality in Portugal: pursuing a holistic view using fuzzy cognitive mapping. Service Business. 10 (3), 469-487
Exportar Referência (IEEE) 
F. A. Ferreira et al.,  "Understanding the dynamics behind bank branch service quality in Portugal: pursuing a holistic view using fuzzy cognitive mapping", in Service Business, vol. 10, no. 3, pp. 469-487, 2016
Exportar BibTeX 
@article{ferreira2016_1715272503273,
	author = "Ferreira, F. A. F. and Jalali, M. S. and Ferreira, J. J. M. and Stankeviciene, J. and Marques, C.",
	title = "Understanding the dynamics behind bank branch service quality in Portugal: pursuing a holistic view using fuzzy cognitive mapping",
	journal = "Service Business",
	year = "2016",
	volume = "10",
	number = "3",
	doi = "10.1007/s11628-015-0278-x",
	pages = "469-487",
	url = "http://link.springer.com/article/10.1007/s11628-015-0278-x"
}
Exportar RIS 
TY  - JOUR
TI  - Understanding the dynamics behind bank branch service quality in Portugal: pursuing a holistic view using fuzzy cognitive mapping
T2  - Service Business
VL  - 10
IS  - 3
AU  - Ferreira, F. A. F.
AU  - Jalali, M. S.
AU  - Ferreira, J. J. M.
AU  - Stankeviciene, J.
AU  - Marques, C.
PY  - 2016
SP  - 469-487
SN  - 1862-8516
DO  - 10.1007/s11628-015-0278-x
UR  - http://link.springer.com/article/10.1007/s11628-015-0278-x
AB  - Using fuzzy cognitive mapping, this study aims to create a holistic framework whereby the determinants of bank branch service quality and their cause-and-effect relationships can be identified and dynamically analyzed. The methodology is applied using a group of experts from the banking industry in Portugal. Our results not only indicate the applicability and usefulness of the proposed approach, but identify human resource characteristics (which include collaborators’ personal and professional training) and management team technical skills as particularly relevant driving forces of bank branch service quality. The proposal holds great potential for the operational planning and improvement of bank branch service quality, which is a prime concern for bank administrators, bank branch collaborators, and society at large. Advantages and shortcomings of the framework are also reported.
ER  -