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
http://dx.doi.org/10.1590/S0103-65132012005000053
Prod, vol.23, n2, p.312-328, 2013
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
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