http://biblioteca.universia.net/searchAutor.do?q=Heriney%20Lima%20Queiroga Resultados 1 - 1 de 1 de Heriney Lima Queiroga. (0,12 segundos) es http://biblioteca.universia.net/img/logotipo.jpg http://biblioteca.universia.net/ http://biblioteca.universia.net/ficha.do?id=21095451 The present study aims to understand how customer perceive and evaluate Call Center’s service quality, based on the SERVQUAL scale to evaluate this perception. Initially, abibliographic review was made about services, service quality and SERVQUAL scale. The proposed model is an adaptation of the SERVQUAL scale to the Call Centers. Evaluating the results, it is possible to identify that the major part of the interviewers perceive the dimensions related to reliability and attendance. In the oth... Heriney Lima Queiroga