Production
https://prod.org.br/doi/10.1590/S0103-65132012005000053?lang=en
Production
Article

Um estudo bibliométrico sobre a evolução da pesquisa da qualidade em serviço

A bibliometric study on the evolution of Service Quality research

Pereira, Veridiana Rotondaro; Carvalho, Marly Monteiro de; Rotondaro, Roberto Giglioli

Downloads: 1
Views: 892

Resumo

O objetivo deste trabalho é identificar as obras de maior influência sobre a disciplina de qualidade em serviço, bem como analisar as mudanças ocorridas em sua estrutura intelectual ao longo do tempo. A metodologia adotada baseia-se em técnicas bibliométricas de análise de citação e cocitação aplicadas aos artigos publicados sobre o tema, disponíveis na base de dados ISI Web of Science (1983 a 2011). Para avaliar a produção nacional, uma pesquisa similar foi realizada no Scielo (1993 a 2011), com a adoção de metodologia qualitativa. Os resultados obtidos nas análises de citação e cocitação apontaram o uso de modelos clássicos da qualidade como base para a qualidade em serviço. Em contrapartida, a análise dos dados de ambas as bases indicou uma predominância de adoção pelos pesquisadores de autores e ferramentas das décadas de 1980 e 1990. Destacando-se o setor de saúde em termos de produção.

Palavras-chave

Qualidade em serviço. Técnicas bibliométricas. Análise de citação e cocitação. Revisão de literatura

Abstract

The purpose of this paper was to identify the articles that have had the greatest impact on the service quality literature, as well as to analyze the trend over time. The methodology adopted was based on the bibliometric techniques of citation and co-citation analysis, which are applied to all articles published on the subject and available in the ISI Web of Science database. This study identified 226 articles related to service quality published from 1983 to 2011. In order to assess the national production, a similar survey was conducted in Scielo (1993-2011), with the adoption of qualitative methodology. The results obtained in the citation and co-citation analysis indicated the use of classical quality models as basis for quality service. On the other hand, data analysis from both databases indicated a predominance of adoption, by researchers, of tools and authors from the '1980s and '90s, with emphasis to the health care sector in terms of production.

Keywords

Service quality. Bibliometric techniques. Citation and co-citation analysis. Literature review

References



AHIRE, S. L.; GOLHAR, D. Y.; WALLER, M. A. Development and validation of tqm implementation constructs. Decision Sciences, v. 27, n. 1, p. 23-56, 1996. http://dx.doi.org/10.1111/j.1540-5915.1996.tb00842.x

ANDREASSEN, T. W.; STREUKENS, S. Service innovation and electronic word-of-mouth: is it worth listening to? Managing Service Quality, v. 19, n. 3, p. 249-265, 2009.

ANG, C. L.; DAVIES, M.; FINLAY, P. N. An empirical study of the use of information technology to support total quality management. Total Quality Management, v. 12, n. 2, p. 145-157, 2001. http://dx.doi.org/10.1080/09544120120011370

ARAUJO, L. M.; SPRING, M. Services, products and the institutional structure of production. Industrial Marketing Management, v. 35, n. 7, p. 797-805, 2006. http://dx.doi.org/10.1016/j.indmarman.2006.05.013

BAINES, T. S. et al. State-of-the-art in product-service systems. Proceedings of the Institution of Mechanical Engineers Part B - Journal of Engineering Manufacture, v. 221, n. 10, p. 1543-1552, 2007.

BATTAGLIA, D.; BORCHARDT, M. Análise do processo de recuperação de serviços a partir das reclamações dos clientes: estudo de caso em três organizações. Revista Produção, v. 20, n. 3, p. 455-470, 2010.

BENNETT, J. B.; LEHMAN, W. E. K.; FORST, J. K. Change, transfers climate, and customer orientation - A contextual model and analysis of change-driven training. Group & Organization Management, v. 24, n. 2, p. 188-216, 1999. http://dx.doi.org/10.1177/1059601199242004

BERRY, L. L.; ZEITHAML, V. A.; PARASURAMAN, A. Quality Counts in Services, Too. Business Horizons, v. 28, n. 3, p. 44-52, 1985. http://dx.doi.org/10.1016/0007-6813(85)90008-4

BITNER, M. J. Evaluating service encounters - the effects of physical surroundings and employee responses. Journal of Marketing, v. 54, n. 2, p. 69-82, 1990. http://dx.doi.org/10.2307/1251871

BITNER, M. J. Servicescapes - the impact of physical surroundings on customers and employees. Journal of Marketing, v. 56, n. 2, p. 57-71, 1992. http://dx.doi.org/10.2307/1252042

BITNER, M. J.; HUBBERT, A. R. Encounter satisfaction versus overall satisfaction versus service quality: the consumer's voice. International Journal of Service Industry Management, v. 6, n. 5, p. 53-71, 1995.

BLACK, S. A.; PORTER, L. J. Identification of the critical factors of TQM. Decision Sciences, v. 27, n. 1, p. 1-21, 1996. http://dx.doi.org/10.1111/j.1540-5915.1996.tb00841.x

BLIND, K. A taxonomy of standards in the service sector: Theoretical discussion and empirical test. Service Industries Journal, v. 26, n. 4, p. 397-420, 2006. http://dx.doi.org/10.1080/02642060600621597

BOLTON, R. N.; DREW, J. H. A longitudinal analysis of the impact of service changes on customer attitudes. Journal of Marketing, v. 55, n. 1, p. 1-9, 1991. http://dx.doi.org/10.2307/1252199

BORENSTEIN, D.; BECKER, J. L.; PRADO, V. J. D. Avaliando a eficiência das lojas da ect do rio grande do sul. Gestão & Produção, v. 10, p. 231-250, 2003. http://dx.doi.org/10.1590/S0104-530X2003000200008

BORGATTI, S. P.; EVERETT, M. G.; FREEMAN, L. C. UCINET 6. 0 Version 1. 00. Natick: Analytic Technologies, 1999.

BOU, J. C.; BELTRAN, I. Total quality management, high-commitment human resource strategy and firm performance: An empirical study. Total Quality Management & Business Excellence, v. 16, n. 1, p. 71-86, 2005.

BRAH, S. A.; WONG, J. L.; RAO, B. M. TQM and business performance in the service sector: a Singapore study. International Journal of Operations & Production Management, v. 20, n. 11-12, p. 1293-1312, 2000.

CALLAN, R. J. Quality assurance certification for hospitality marketing, sales and customer services. Service Industries Journal, v. 14, n. 4, p. 482-498, 1994. http://dx.doi.org/10.1080/02642069400000052

CARMAN, J. M. Consumer perceptions of service quality: an assessment of the servqual dimensions. Journal of Retailing, v. 66, p. 33-55, 1990.

CHEN, C. K.; YU, C. H.; CHANG, H. C. An empirical analysis of customer-oriented service activities in the Taiwanese public sector. Total Quality Management & Business Excellence, v. 16, n. 7, p. 887-901, 2005. http://dx.doi.org/10.1080/14783360500077369

CHOW, W. S.; LUI, K. H. Discriminating factors of information systems function performance in Hong Kong firms practising TQM. International Journal of Operations & Production Management, v. 21, n. 5-6, p. 749-771, 2001.

CLARK, G.; JOHNSTON, R.; SHULVER, M. Exploiting the service concept for service design and development. In: FITZSIMMONS, J. A.; FITZSIMMONS, M. J. (Eds.). New Service Design. Thousand Oaks: Sage, 2000. p. 71-91.

CORRÊA, H. L.; CAON, M. Gestão de serviços: lucratividade por meio de operações e de satisfação dos clientes. São Paulo: Editora Atlas, 2002.

CRONIN, J. J.; TAYLOR, S. A. Measuring Service Quality - a reexamination and extension. Journal of Marketing, v. 56, n. 3, p. 55-68, 1992. http://dx.doi.org/10.2307/1252296

CROOM, S. Introduction to research metodology in operations management. In: KARLSSON, C. (Ed.). Researching Operations Management. New York: Routledge, 2009.

CROSBY, P. B. Quality Is free - the art of making quality certain. New York: McGraw-Hill, 1979.

CULNAN, M. J. Mapping the intellectual structure of MIS, 1980-1985: a co-citation analysis. Management of Information System Quarterly, v. 11, n. 3, p. 341-353, 1987.

DEMING, W. E. Out of the Crisis. Cambridge: Massachusetts Institute of Technology - MIT Press, 1986.

DIODATO, V. Dictionary of Bibliometrics. Binghamton: Haworth Press, 1994.

DOW, D.; SAMSON, D.; FORD, S. Exploding the myth: do all quality management practices contribute to superior quality performance? Production and Operations Management, v. 8, n. 1, p. 1-27, 1999.

EDVARDSSON, B. et al. New service development and innovation in the new economy. Lund: Studentlitteratur, 2000.

EDVARDSSON, B.; OLSSON, J. Key concepts for new service development. Service Industries Journal, v. 16, n. 2, p. 140-164, 1996. http://dx.doi.org/10.1080/02642069600000019

EVANS, J. R. An exploratory study of performance measurement systems and relationships with performance results. Journal of Operations Management, v. 22, n. 3, p. 219-232, 2004. http://dx.doi.org/10.1016/S0272-6963(04)00008-7

FIELD, J. M.; HEIM, G. R.; SINHA, K. K. Managing quality in the e-service system: Development and application of a process model. Production and Operations Management, v. 13, n. 4, p. 291-306, 2004.

FINN, D. W.; LAMB, C. W. An evaluation of the servqual scales in a retailing setting. Advances in Consumer Research, v. 18, p. 483-490, 1991.

FITZSIMMONS, J. A.; FITZSIMMONS, M. J. Administração de serviços: operações, estratégia e tecnologia da informação. 4. ed. Porto Alegre: Bookman, 2005.

FLANAGAN, J. C. The critical incident technique. Psychological Bulletin, v. 51, n. 4, p. 327-358, 1954. http://dx.doi.org/10.1037/h0061470

FLYNN, B. B.; SCHROEDER, R. G.; SAKAKIBARA, S. A framework for quality management research and an associated measurement instrument. Journal of Operations Management, v. 11, p. 339-66, 1994. http://dx.doi.org/10.1016/S0272-6963(97)90004-8

FLYNN, B. B.; SCHROEDER, R. G.; SAKAKIBARA, S. The impact of quality management practices on performance and competitive advantage. Decision Science, v. 26, n. 5, p. 659-691, 1995. http://dx.doi.org/10.1111/j.1540-5915.1995.tb01445.x

GERALIS, M.; TERZIEOVSKI, M. A quantitative analysis of the relationship between empowerment practices and service quality outcomes. Total Quality Management & Business Excellence, v. 14, n. 1, p. 45-62, 2003. http://dx.doi.org/10.1080/14783360309707

GOLDSTEIN, S. M. et al. The service concept: the missing link in service design research? Journal of Operations Management, v. 20, n. 2, p. 121-134, 2002.

GUSTAFSSON, A.; NILSSON, L.; JOHNSON, M. D. The role of quality practices in service organizations. International Journal of Service Industry Management, v. 14, n. 2, p. 232-244, 2003.

HARRINGTON, D.; AKEHURST, G. An empirical study of service quality implementation. Service Industries Journal, v. 20, n. 2, p. 133-156, 2000. http://dx.doi.org/10.1080/02642060000000028

HARTLINE, M. D.; MAXHAM, J. G.; MCKEE, D. O. Corridors of influence in the dissemination of customer-oriented strategy to customer contact service employees. Journal of Marketing, v. 64, n. 2, p. 35-50, 2000. http://dx.doi.org/10.1509/jmkg.64.2.35.18001

HECKERT, C. R.; SILVA, M. T. Qualidade de serviços nas organizações do terceiro setor. Revista Produção, v. 18, n. 2, p. 319-330, 2008. http://dx.doi.org/10.1590/S0103-65132008000200009

HESKETT, J. L. Managing in the service economy. Boston: Harvard Business School Press, 1986.

HESKETT, J. L. Service Breakthrough. New York: The Free Press, 1990.

HESKETT, J. L.; SASSER, W. E.; HART, C. W. L. Serviços Revolucionários: mudando as regras do jogo competitivo na prestação de serviços. São Paulo: Pioneira, 1994.

HSIEH, A. T.; CHOU, C. H.; CHEN, C. M. Job standardization and service quality: a closer look at the application of total quality management to the public sector. Total Quality Management, v. 13, n. 7, p. 899-912, 2002.

JOHNSTON, R. The determinants of service quality - satisfiers and dissatisfiers. International Journal of Service Industry Management, v. 6, n. 5, p. 53, 1995.

JOHNSTON, R. Service operations management: return to roots. International Journal of Operations & Production Management, v. 25, n. 12, p. 1278-1297, 2005.

JOHNSTON, R.; CLARK, G. Service Operations Management. Harlow: Prentice-Hall, 2001.

JOHNSTONE, S.; DAINTY, A.; WILKINSON, A. Integrating products and services through life: an aerospace experience. International Journal of Operations & Production Management, v. 29, n. 5, p. 520-538, 2009.

KARAPETROVIC, S.; WILLBORN, W. ISO 9000 quality management standards and financial investment services. Service Industries Journal, v. 21, n. 2, p. 117-136, 2001. http://dx.doi.org/10.1080/714005025

KARLSSON, C. Researching Operations Management. New York: Routledge, 2009.

KHAMALAH, J. N.; LINGARAJ, B. P. TQM in the service sector: A survey of small businesses. Total Quality Management & Business Excellence, v. 18, n. 9-10, p. 973-982, 2007.

KUNST, P.; LEMMINK, J. Quality management and business performance in hospitals: A search for success parameters. Total Quality Management, v. 11, n. 8, p. 1123-1133, 2000.

LANDRUM, H.; PRYBUTOK, V. R. A service quality and success model for the information service industry. European Journal of Operational Research, v. 156, n. 3, p. 628-642, 2004. http://dx.doi.org/10.1016/S0377-2217(03)00125-5

LEWIS, B. R.; GABRIELSEN, G. O. S. Intra-organisational aspects of service quality management: The employees' perspective. Service Industries Journal, v. 18, n. 2, p. 64-89, 1998.

LONGO, C. R. J.; COX, M. A. A. Total quality management in financial services: Beyond the fashion the reality has to take off. Total Quality Management, v. 8, n. 6, p. 323-333, 1997.

LOVELOCK, C. H. Services Marketing: people, technoly, strategy. 4. ed. Upper Saddle River: Prentice Hall, 2000.

LOVELOCK, C. H.; VANDERMERWE, S.; LEWIS, B. Services Marketing: a european perspective. Harlow: Prentice-Hall, 1999.

LOVELOCK, C.; GUMMESSON, E. Whither services marketing? in search of a new paradigm and fresh perspectives. Journal of Service Research, v. 7, n. 1, p. 20-41, 2004. http://dx.doi.org/10.1177/1094670504266131

LUSCH, R. F.; VARGO, S. L.; O'BRIEN, M. Competing through Service: Insights from Service-Dominant Logic. Journal of Retailing, v. 83, n. 1, p. 5-18, 2007.

MACHADO, M. D.; QUEIROZ, T. R.; MARTINS, M. F. Mensuração da qualidade de serviço em empresas de fast food. Gestão & Produção, v. 13, p. 261-270, 2006. http://dx.doi.org/10.1590/S0104-530X2006000200008

MACHADO JUNIOR, J. A.; ROTONDARO, R. G. Mensuração da qualidade de serviços: um estudo de caso na indústria de serviços bancários. Gestão & Produção, v. 10, p. 217-230, 2003.

MAGLIO, P. et al. The service system is the basic abstraction of the service science. Information Systems and e-business Management, v. 7, n. 4, p. 395-406, 2009. http://dx.doi.org/10.1007/s10257-008-0105-1

MEYER, S. M.; COLLIER, D. A. An empirical test of the causal relationships in the Baldrige Health Care Pilot Criteria. Journal of Operations Management, v. 19, n. 4, p. 403-425, 2001. http://dx.doi.org/10.1016/S0272-6963(01)00053-5

MIGUEL, P. A. C.; SALOMI, G. E. Uma revisão dos modelos para medição da qualidade em serviços. Revista Produção, v. 14, n. 1, p. 12-30, 2004. http://dx.doi.org/10.1590/S0103-65132004000100003

MONTES, F. J. L.; FUENTES, M. D. M. F.; FERNANDEZ, L. M. M. Quality management in banking services: an approach to employee and customer perceptions. Total Quality Management & Business Excellence, v. 14, n. 3, p. 305-323, 2003.

NEELY, A. The evolution of performance measurement research: developments in the last decade and a research agenda for the next. International Journal of Operations & Production Management, v. 25, n. 12, p. 1264-1277, 2005.

NEELY, A. The servitization of manufacturing: an analysis of global trends. In: POMS COLLEGE OF SERVICE OPERATIONS AND EUROMA CONFERENCE, 2007, London. Proceedings... London: London Business School, 2007.

NISHINO, T. et al. Internet kansei engineering system with basic kansei database and genetic algorithm. Linköping: TQM and Human Factors,Center for Studies of Humans, Technology and Organization, 1999. p. 367-372.

NUNNALLY, J. C. Psychometric theory. 2nd ed. New York: McGraw-Hill, 1978.

OAKLAND, J. S.; BEARDMORE, D. Best practice customer service. Total Quality Management, v. 6, n. 2, p. 135-148, 1995. http://dx.doi.org/10.1080/09544129550035486

OLIVA, R.; KALLENBERG, R. Managing the transition from products to services. International Journal of Service Industry Management, v. 14, n. 2, p. 160-172, 2003.

PARASURAMAN, A.; ZEITHAML, V. A.; BERRY, L. L. A conceptual-model of service quality and its implications for future-research. Journal of Marketing, v. 49, n. 4, p. 41-50, 1985. http://dx.doi.org/10.2307/1251430

PARASURAMAN, A.; ZEITHAML, V. A.; BERRY, L. L. Servqual - a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, v. 64, n. 1, p. 12-40, 1988.

POWELL, T. C. Total quality management as competitive advantage - a review and empirical-study. Strategic Management Journal, v. 16, n. 1, p. 15-37, 1995. http://dx.doi.org/10.1002/smj.4250160105

PRAJOGO, D. I. The sustainability of ISO 9001 in a legal service organization. Service Industries Journal, v. 28, n. 5, p. 603-614, 2008. http://dx.doi.org/10.1080/02642060801988118

RODRIGUEZ, A. R. R.; NAVARRO, J. R. Changes in the intellectual structure of strategic management research: a bibliometric study of strategic management journal, 1980-2000. Strategic Management Journal, v. 25, p. 981-1004, 2004.

ROTONDARO, R. G.; CARVALHO, M. M. Qualidade em serviços. In: CARVALHO, M. M.; PALADINI, E. P. (Eds.). Gestão da qualidade: teoria e casos. Rio de Janeiro: Elsevier Editora Ltda, 2006. cap. 11, p. 331-355.

SAHNEY, S.; BANWET, D. K.; KARUNES, S. An integrated framework for quality in education: Application of quality function deployment, interpretive structural modeling and path analysis. Total Quality Management & Business Excellence, v. 17, n. 2, p. 265-285, 2006.

SALOMI, G. G. E.; MIGUEL, P. A. C.; ABACKERLI, A. J. Servqual X Servperf: comparação entre instrumentos para avaliação da qualidade de serviços internos. Gestão &Produção, v. 12, p. 279-293, 2005.

SANCHEZ-RODRIGUEZ, C.; MARTINEZ-LORENTE, A. R. Quality management practices in the purchasing function - An empirical study. International Journal of Operations & Production Management, v. 24, n. 7, p. 666-687, 2004.

SANTOS, L. C.; VARVAKIS, G. Servpro: uma técnica para a gestão de operações de serviços. Revista Produção, v. 12, n. 1, p. 34-45, 2002.

SARAPH, J. V.; BENSON, P. G.; SCHROEDER, R. G. An instrument for measuring the critical factors of quality management. Decision Sciences, v. 20, n. 4, p. 810-829, 1989. http://dx.doi.org/10.1111/j.1540-5915.1989.tb01421.x

SCHARITZER, D.; KORUNKA, C. New public management: evaluating the success of total quality management and change management interventions in public services from the employees' and customers' perspectives. Total Quality Management, v. 11, n. 7, p. S941-S953, 2000.

SCHILDT, H. A. Software for bibliometric data management and analysis. Helsinki Institute of Strategy and International Business, 2002.

SCHNEIDER, B.; PAUL, M. C.; WHITE, S. S. Linking service climate and customer perceptions of service quality: Test of a causal model. Journal of Applied Psychology, v. 83, p. 150-163, 1998.

SCHÜTTE, S. T. W. et al. Concepts, methods and tools in kansei engineering. Ergonomy Science, v. 5, n. 3, 2004. http://dx.doi.org/10.1080/1463922021000049980

SHARPLEY, R.; FORSTER, G. The implications of hotel employee attitudes for the development of quality tourism: the case of Cyprus. Tourism Management, v. 24, n. 6, p. 687-697, 2003.

SILVA, E. M. D. et al. Gestão da qualidade em serviços de ti: em busca de competitividade. Revista Produção, v. 16, n. 2, p. 329-340, 2006.

SINGH, S.; DESHMUKH, S. G. Quality initiatives in the service sector: A case. Total Quality Management, v. 10, n. 1, p. 5-16, 1999.

SLÅTTEN, T. Antecedents and effects of emotional satisfaction on employee-perceived service quality. Managing Service Quality, v. 18, n. 4, p. 370-386, 2008. http://dx.doi.org/10.1108/09604520810885617

SLATTEN, T.; SVENSSON, G.; SVAERI, S. Service quality and turnover Intentions as perceived by employees: antecedents and consequences. Personnel Review, v. 40, n. 1-2, p. 205-221, 2011.

SOUZA, A. M.; GRIEBELER, D.; GODOY, L. P. Qualidade na prestação de serviços fisioterápicos: estudo de caso sobre expectativas e percepções de clientes. Revista Produção, v. 17, n. 3, p. 435-453, 2007.

STEWART, D. M. Piecing together service quality: A framework for robust service. Production and Operations Management, v. 12, n. 2, p. 246-265, 2003.

STUART, F. I.; TAX, S. S. Planning for service quality: An integrative approach. International Journal of Service Industry Management, v. 7, n. 4, p. 58, 1996.

SURESHCHANDAR, G. S.; RAJENDRAN, C.; ANANTHARAMAN, R. N. A holistic model for total quality service. International Journal of Service Industry Management, v. 12, n. 3-4, p. 378-412, 2001.

SURESHCHANDAR, G. S.; RAJENDRAN, C.; ANANTHARAMAN, R. N. The relationship between management's perception of total quality service and customer perceptions of service quality. Total Quality Management, v. 13, n. 1,p. 69-88, 2002. http://dx.doi.org/10.1080/09544120120098573

TAHAI, A.; MEYER M. J. A revealed preference study of management journals' direct influences. Strategic Management Journal, v. 20, n. 3, p. 279-296, 1999. http://dx.doi.org/10.1002/(SICI)1097-0266(199903)20:3<279::AID-SMJ33>3.3.CO;2-U

TANG, K. H.; ZAIRI, M. Benchmarking quality implementation in a service context: A comparative analysis of financial services and institutions of higher education. Total Quality Management, v. 9, n. 8, p. 669-679, 1998.

TONTINI, G.; SANT'ANA, A. J. Identificação de atributos críticos de satisfação em um serviço através da análise competitiva do gap de melhoria. Gestão e Produção, v. 14, n. 1, p. 43-54, 2007. http://dx.doi.org/10.1590/S0104-530X2007000100005

TONTINI, G.; SANT'ANA, A. J. Interação de atributos atrativos e obrigatórios de um serviço na satisfação do cliente. Revista Produção, v. 18, n. 1, p. 112-125, 2008. http://dx.doi.org/10.1590/S0103-65132008000100009

TONTINI, G.; ZANCHETT, R. Atributos de satisfação e lealdade em serviços logísticos. Revista Gestão e Produção, v. 17, n. 4, p. 801-816, 2010. http://dx.doi.org/10.1590/S0104-530X2010000400013

VARGO, S. L.; LUSCH, R. F. Evolving to a new dominant logic for marketing. Journal of Marketing, v. 68, n. 1, p. 1-17, 2004. http://dx.doi.org/10.1509/jmkg.68.1.1.24036

WHITE D. H.; MCCAIN K. W. Visualizing a discipline: an author co-citation analysis of information science, 1972-1995. Journal of the American Society for Information Science, v. 49, p. 327-355, 1998.

ZEITHAML, V. A.; BITNER, M. J. Marketing de serviços: a empresa com o foco no cliente. Porto Alegre: Boookman, 2003.

ZEITHAML, V. A.; PARASURAMAN, A.; BERRY, L. L. Delivering Service Quality. New York: Free Press, 1990.

ZEITHAML, V. A.; BERRY, L. L.; PARASURAMAN, A. Communication and Control Processes in the Delivery of Service Quality. Journal of Marketing, v. 52, n. 2, p. 35-48, 1988. http://dx.doi.org/10.2307/1251263

ZHAO, X. D.; YEUNG, A. C. L.; LEE, T. S. Quality management and organizational context in selected service industries of China. Journal of Operations Management, v. 22, n. 6, p. 575-587, 2004. http://dx.doi.org/10.1016/j.jom.2004.08.003

5883a4327f8c9da00c8b481d 1574685864 Articles
Links & Downloads

Production

Share this page
Page Sections