@article{bortolotti_moreira junior_bornia_sousa júnior_andrade_2012,  title={Consumer satisfaction and item response theory: creating a measurement scale},  volume={19},  ISSN={0104-530X},  url={https://doi.org/10.1590/S0104-530X2012000200005},  DOI={10.1590/S0104-530X2012000200005},  number={2},  journal={Gestão & Produção},  publisher={Universidade Federal de São Carlos},  author={Bortolotti, Silvana Ligia Vincenzi and Moreira Junior, Fernando de Jesus and Bornia, Antonio Cezar and Sousa Júnior, Afonso Farias de and Andrade, Dalton Francisco de},  year={2012},  pages={287–302} }