KARATEPE, Osman M. Service quality, customer satisfaction and loyalty: the moderating role of gender. Journal of Business Economics and Management, [S. l.], v. 12, n. 2, p. 278–300, 2011. DOI: 10.3846/16111699.2011.573308. Disponível em: https://journals.vilniustech.lt/index.php/JBEM/article/view/5016. Acesso em: 26 may. 2025.