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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) 
Martins, S., Ferreira, F., Ferreira, J. & Marques, C. (2020). An artificial-intelligence-based method for assessing service quality: insights from the prosthodontics sector. Journal of Service Management. 31 (2), 291-312
Exportar Referência (IEEE) 
S. M. Martins et al.,  "An artificial-intelligence-based method for assessing service quality: insights from the prosthodontics sector", in Journal of Service Management, vol. 31, no. 2, pp. 291-312, 2020
Exportar BibTeX 
@article{martins2020_1731867545449,
	author = "Martins, S. and Ferreira, F. and Ferreira, J. and Marques, C.",
	title = "An artificial-intelligence-based method for assessing service quality: insights from the prosthodontics sector",
	journal = "Journal of Service Management",
	year = "2020",
	volume = "31",
	number = "2",
	doi = "10.1108/JOSM-03-2019-0084",
	pages = "291-312",
	url = "https://www.emerald.com/insight/content/doi/10.1108/JOSM-03-2019-0084/full/html"
}
Exportar RIS 
TY  - JOUR
TI  - An artificial-intelligence-based method for assessing service quality: insights from the prosthodontics sector
T2  - Journal of Service Management
VL  - 31
IS  - 2
AU  - Martins, S.
AU  - Ferreira, F.
AU  - Ferreira, J.
AU  - Marques, C.
PY  - 2020
SP  - 291-312
SN  - 1757-5818
DO  - 10.1108/JOSM-03-2019-0084
UR  - https://www.emerald.com/insight/content/doi/10.1108/JOSM-03-2019-0084/full/html
AB  - Purpose – The prosthodontics sector is facing major challenges because of scientific and technological advances that imply a clearer definition of lines of action and decision making processes. Measuring quality of service in this sector is a complex decision problem since the perceptions of three main players need to be considered: patients, dentists and dental technicians. This study sought to develop an artificial-intelligence-based (AI-based) method for assessing service quality in the dental prosthesis sector. Design/methodology/approach – Using strategic options development and analysis (SODA), which is grounded on cognitive mapping, and the measuring attractiveness by a categorical based evaluation technique (MACBETH), a constructivist decision support system was designed to facilitate the assessment of service quality in the dental prosthesis sector. The system was tested, and the results were validated both by the members of an expert panel and by the vice-president of the Portuguese association of dental prosthesis technicians. Findings – The methodological process developed in this study is extremely versatile and its practical application facilitated the development of an empirically robust evaluation model in this study context. Specifically, the profile analyses carried out in actual clinics allowed the cases in which improvements are
needed to be identified. Originality/value – Although already applied in the fields of AI and decision making, no prior work reporting the use of SODA and MACBETH for assessing service quality in the prosthodontics sector has been found.
ER  -