Publicações

Artigos Científicos

Algumas das principais publicações

Coelho, P.S., Henseler, J. (2011) Creating Customer Loyalty through Service Customization. European Journal of Marketing.

Vilares, M.; Coelho, P.S. (2011). Measuring the Return of Quality Investments in Mobile Telecommunications Network, in Maicas, J.P. (ed.). Mobile Telecommunications, Intech, ISBN: 978-953-307-910-3.

Vilares, M.; Coelho, P.S. (2011). A Satisfação e Lealdade do Cliente – Metodologias de Gestão, Avaliação e Análise. 2ª Ed. Escolar Editora, ISBN: 978-972-592-316-0.

Coelho, P.S., Vilares, M. (2010). Measuring the Return of Quality Investments. Total Quality Management and Business Excellence, vol. 21, no. 1, 21-42.

Vilares, M.; Almeida H; Coelho, P.S. (2010). Comparison of Likelihood and PLS estimators for structural equation modeling. A simulation with customer satisfaction data, in Vinzi, V.; Chin, W.; Henseler, J.; Wang, H. (eds.). Handbook of Computational Statistics – PLS and Marketing, Springer-Verlag, ISBN: 978-3-540-32825-4.

Coelho, P.S.; Esteves, S. (2007). The choice between a 5-point and a 10-point scale in the framework of customer satisfaction measurement. International Journal of Market Research, Vol. 49, No. 3, 313-339.

Ball, D; Coelho, P.S.; Vilares, M. (2006). Service Personalization and Loyalty. Journal of Services Marketing, vol 20, N0 6/7, 391-403.

Vilares, M.; Coelho, P. (2005). A Satisfação e Lealdade do Cliente – Metodologias de Gestão, Avaliação e Análise. Escolar Editora, ISBN: 972-592-191-7.

Ball, D; Coelho, P.S., Machás, A. (2004). The Role of Communication and Trust in Explaining Customer Loyalty: an extension to the ECSI Model. European Journal of Marketing, vol 38, No 9/10, 1272-1293.

Vilares, M.; Coelho, P.S. (2003). The employee-customer satisfaction chain in the ECSI model. mapas rotas European Journal of Marketing, vol. 37, No. 11/12, 1703-1722.