@article {Biscaia_2017,
	title = {Assessing customer satisfaction and loyalty in the retail sector},
	journal = {International Journal of Quality \& Reliability Management},
	volume = {34},
	number = {9},
	year = {2017},
	pages = {1508{\textendash}1529},
	publisher = {Emerald},
	doi = {10.1108/ijqrm-03-2015-0039},
	url = {https://doi.org/10.1108\%2Fijqrm-03-2015-0039},
	author = {Ana Rita Biscaia and Maria Jo{\~a}o e Ma Rosa and Patr{\'\i}cia Moura e S{\'a} and Cl{\'a}udia Sarrico}
}
