Concepedia

Paulo Rocha e Oliveira

PR

4

Publications

158

Citations

4

H-Index

2007

Active since

Affiliations

IESE Business School(Current)

Universidad de Navarra

Pontificia Universidad Católica de Chile

Massachusetts Institute of Technology

Paulo Rocha e Oliveira is an author at IESE Business School specializing in marketing, management, and customer satisfaction.

Top concepts

BusinessMarketingManagementCustomer ServiceCustomer SatisfactionLogisticsPsychologyPublic HealthService DesignService Quality

Publications per year

2007–2013

4

Publications

4

<b>OM Forum</b>—Managing Customer Experiences: Perspectives on the Temporal Aspects of Service Encounters

Gabriel R. Bitran, Juan‐Carlos Ferrer, Paulo Rocha e Oliveira · Manufacturing & Service Operations Management · 2007 · 103 citations

Customer Experience, Customer Satisfaction, Services Management +22

Health service quality scale: Brazilian Portuguese translation, reliability and validity

Luiz Roberto Martins Rocha, Daniela Francescato Veiga, Paulo Rocha e Oliveira et al. · BMC Health Services Research · 2013 · 30 citations · Full text

The behavioral consequences of repeated flight delays

Juan‐Carlos Ferrer, Paulo Rocha e Oliveira, A. Parasuraman · Journal of Air Transport Management · 2011 · 13 citations

Behavioral Sciences, Social Behavior, Repeated Flight Delays +6

Managing Customer Relationships through Price and Service Quality

Gabriel R. Bitran, Paulo Rocha e Oliveira, Ariel Schilkrut · SSRN Electronic Journal · 2008 · 12 citations · Full text

Customer Satisfaction, Relationship Marketing, Service Quality +6

Rows per page

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