Qualidade do Serviço e suas Consequências: Uma Análise Bibliométrica Outros Idiomas

ID:
48609
Resumo:
Esta pesquisa investigou as principais consequências da qualidade do serviço (QS) encontradas em artigos internacionais publicados nas bases de dados Emerald, Sage, Scopus, Web of Science e Willey, entre 1980 e 2016. A seleção dos artigos foi realizada seguindo as etapas indicadas pelo método Proknow-C. A pesquisa inicial com as palavras-chave escolhidas apresentou 623 artigos. Após analisar os títulos e resumos, verificou-se que 95 artigos estavam alinhados com o tema da pesquisa. Dentre os 95 artigos, foram selecionados para a etapa de análise sistemática os 22 mais citados e os sete mais recentemente publicados. Foi identificado que os principais consequentes da QS pesquisados são a satisfação, a lealdade, a intenção de comportamento do consumidor e o desempenho financeiro da organização. Há predominância da abordagem quantitativa, associada à técnica de modelagem de equações estruturais para analisar os dados coletados.
Citação ABNT:
ALMEIDA, G. S.; CARNEIRO, T. C. J.; PELISSARI, A. S. Qualidade do Serviço e suas Consequências: Uma Análise Bibliométrica. Revista Eletrônica Gestão e Serviços, v. 8, n. 2, p. 1965-1988, 2017.
Citação APA:
Almeida, G. S., Carneiro, T. C. J., & Pelissari, A. S. (2017). Qualidade do Serviço e suas Consequências: Uma Análise Bibliométrica. Revista Eletrônica Gestão e Serviços, 8(2), 1965-1988.
DOI:
http://dx.doi.org/10.15603/2177-7284/regs.v8n2p1965-1988
Link Permanente:
http://www.spell.org.br/documentos/ver/48609/qualidade-do-servico-e-suas-consequencias--uma-analise-bibliometrica/i/pt-br
Tipo de documento:
Artigo
Idioma:
Português
Referências:
AL-HAWARI, M.; WARD, T. The effect of automated service quality on Australian banks' financial performance and the mediating role of customer satisfaction. Marketing Intelligence & Planning, v. 24, n. 2, p. 127-147, 2006.

ANNAMDEVULA, S.; BELLAMKONDA, R. S. Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities: development of HiEduQual. Journal of Modelling in Management, v. 11, n. 2, p. 488517, 2016.

ANNAMDEVULA, S.; BELLAMKONDA, R. S. The effects of service quality on student loyalty: the mediating role of student satisfaction. Journal of Modelling in Management, v. 11, n. 2, p. 446-462, 2016.

ANTUNES, M. T. P.; MENDONCA NETO, O. R.; VIEIRA, A. M. Pesquisa Intervencionista e Mestrados Profissionais: perspectivas de sua prática nos cursos da área de gestão. Revista Indagatio Didactica, v. 8, p. 53-68, 2016.

ARORA, R.; STONER, C. The effect of perceived service quality and name familiarity on the service selection decision. Journal of Services Marketing, v. 10, n. 1, p. 22-34, 1996.

ASUBONTENG, P.; MCCLEARY, K. J.; SWAN, J. E. SERVQUAL revisited: a critical review of service quality. Journal of Services marketing, v. 10, n. 6, p. 62-81, 1996.

BARNEY, J. Firm resources and sustained competitive advantage. Journal of Management, v. 17, n. 1, p. 99-120, 1991.

BERRY, L. L.; ZEITHAML, V. A.; PARASURAMAN, A. Quality counts in services, too. Business Horizons, v. 28, n. 3, p. 44-52, 1985.

BRADY, M. K.; CRONIN JUNIOR, J. J.; BRAND, R. R. Performance-only measurement of service quality: a replication and extension. Journal of business research, v. 55, n. 1, p. 17-31, 2002.

BRUNETTI, M. L. et al. Sustainable competitive advantage in construction: study of central region of Parana. Revista Brasileira de Estratégia, v. 8, n. 2, p. 212-228, 2015.

CHANG, H. H.; WANG, Y. H.; YANG, W. Y. The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management, v. 20, n. 4, p. 423-443, 2009.

CHIOU, J. S.; DROGE, C. Service quality, trust, specific asset investment, and expertise: Direct and indirect effects in a satisfaction-loyalty framework. Journal of the Academy of Marketing Science, v. 34, n. 4, p. 613-627, 2006.

CHUMPITAZ, R.; PAPAROIDAMIS, N. G. Service quality and marketing performance in business-to-business markets: exploring the mediating role of client satisfaction. Managing Service Quality: An International Journal, v. 14, n. 2/3, p. 235-248, 2004.

CLOW, K. E.; VORHIES, D. W. Building a competitive advantage for service firms: measurement of consumer expectations of service quality. Journal of Services Marketing, v. 7, n. 1, p. 22-32, 1993.

CRESWELL, J. W. Projeto de pesquisa: métodos qualitativos, quantitativos e misto. 3ª ed. Porto Alegre: Artmed, 2010.

CRISTOBAL, E.; FLAVIÁN, C.; GUINALÍU, M. Perceived e-service quality (PeSQ) Measurement validation and effects on consumer satisfaction and web site loyalty. Managing Service Quality: An International Journal, v. 17, n. 3, p. 317-340, 2007.

CRONIN JUNIOR, J. J.; TAYLOR, S. A. Measuring service quality: a reexamination and extension. The journal of marketing, v. 56, n. 3, p. 55-68, 1992.

CRONIN JUNIOR, J. J.; TAYLOR, S. A. SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. The Journal of Marketing, v. 58, p. 125-131, 1994.

DABHOLKAR, P. A.; OVERBY, J. W. Linking process and outcome to service quality and customer satisfaction evaluations: An investigation of real estate agent service. International Journal of Service Industry Management, v. 16, n. 1, p. 10-27, 2005.

DAVIS, M. M.; HEINEKE, J. How disconfirmation, perception and actual waiting times impact customer satisfaction. International Journal of Service industry Management, v. 9, n. 1, p. 64-73, 1998.

DEMO, P. Metodologia do conhecimento científico. São Paulo: Atlas, 2000.

ESTANISLAU, C. et al. O mundo do trabalho visto no cinema: busca por significados no documentário peões. Revista Pensamento Contemporâneo em Administração, v. 6, n. 2, p. 33-49, 2012.

FARIA, L. F. V.; FREITAS, A. L. P.; MOLINA, M. A. P. Qualidade em serviços sob a perspectiva dos métodos SERVQUAL e SERVPERF: um estudo bibliométrico. Gepros: Gestão da Produção, Operações e Sistemas, v. 10, n. 3, p. 53, 2015.

FLINT, D. J.; BLOCKER, C. P.; BOUTIN, P. J. Customer value anticipation, customer satisfaction and loyalty: an empirical examination. Industrial Marketing Management, v. 40, n. 2, p. 219-230, 2011.

FORD, J. B.; JOSEPH, M.; JOSEPH, B. Importance-performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA. Journal of Services Marketing, v. 13, n. 2, p. 171-186, 1999.

GRÖNROOS, C. The perceived service quality concept-a mistake? Managing Service Quality: An International Journal, v. 11, n. 3, p. 150-152, 2001.

HAIR JUNIOR, J. F. et al. Análise multivariada de dados. 6. ed. Porto Alegre: Bookman, 2009.

HUNG, Y. H.; HUANG, M. L.; CHEN, K. S. Service quality evaluation by service quality performance matrix. Total Quality Management and Business Excellence, v. 14, n. 1, p. 79-89, 2003.

JANDAVATH, R. K. N.; BYRAM, A. Healthcare service quality effect on patient satisfaction and behavioural intentions in corporate hospitals in India. International Journal of Pharmaceutical and Healthcare Marketing, v. 10, n. 1, p. 48-74, 2016.

JOHNSON, W. C.; SIRIKIT, A. Service quality in the Thai telecommunication industry: a tool for achieving a sustainable competitive advantage. Management Decision, v. 40, n. 7, p. 693-701, 2002.

KASSIM, N.; ABDULLAH, A. N. The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, v. 22, n. 3, p. 351-371, 2010.

LACERDA, R. T. O.; ENSSLIN, L.; ENSSLIN, S. R. Uma análise bibliométrica da literatura sobre estratégia e avaliação de desempenho. Gestão & Produção, v. 19, n. 1, p. 59-78, 2012.

MAZZEO, M. J. Competition and service quality in the US airline industry. Review of Industrial Organization, v. 22, n. 4, p. 275-296, 2003.

NASSER, M. et al. Mediating effect of e-service quality perceptions on attitude and trust toward online shopping. International Business Management, v. 10, n. 3, p. 228240, 2016.

OH, H. C. An empirical study of the relationship between restaurant image and customer loyalty. 1995.

OLIVER, R. L. A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, v. 17, n. 4, p. 460-469, nov. 1980.

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, p. 41-50, 1985.

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

PARK, J. W.; ROBERTSON, R.; WU, C. L. The effect of airline service quality on passengers’ behavioural intentions: a Korean case study. Journal of Air Transport Management, v. 10, n. 6, p. 435-439, 2004.

QUACH, T. N.; THAICHON, P.; JEBARAJAKIRTHY, C. Internet service providers' service quality and its effect on customer loyalty of different usage patterns. Journal of Retailing and Consumer Services, v. 29, p. 104-113, 2016.

RAHMAN, A. Superior service quality in indian cellular telecommunication industry: a source of sustainable competitive advantage in an emerging economy. Services Marketing Quarterly, v. 27, n. 4, p. 115-139, 2006.

ROCHA, A.; SILVA, J. F. Marketing de serviços: retrospectiva e tendências. RAE, v. 46, n. 4, p. 79-87, 2006.

ROTH, A. V.; JACKSON, W. E. Strategic determinants of service quality and performance: Evidence from the banking industry. Management Science, v. 41, n. 11, p. 1720-1733, 1995.

SANEMATSU, L.; SILVA, A.; VIEIRA, A. Relação entre Fabricante e Varejista: um Estudo Qualitativo Comparativo no Setor de Peças Automotivas. NAVUS - Revista de Gestão e Tecnologia, v. 6, n. 3, p. 56-69, 2016.

SCOTTI, D. J. et al. Links among high-performance work environment, service quality, and customer satisfaction: An extension to the healthcare sector/practitioner application. Journal of Healthcare Management, v. 52, n. 2, p. 109-124, 2007.

SU, L.; SWANSON, S. R.; CHEN, X. The effects of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality. Tourism Management, v. 52, p. 82-95, 2016.

SWEENEY, J.; ARMSTRONG, R. W., JOHNSON, L. W. The effect of cues on service quality expectations and service selection in a restaurant setting: A retrospective and prospective commentary. Journal of Services Marketing, v. 30, n. 2, p. 136-140, 2016.

UNITED NATIONS. Structural change in the world economy: main features and trends. 2010.

WU, P. C. S.; YEH, G. Y. Y.; HSIAO, C. R. The effect of store image and service quality on brand image and purchase intention for private label brands. Australasian Marketing Journal (AMJ), v. 19, n. 1, p. 30-39, 2011.

YAVAS, U.; BENKENSTEIN, M.; STUHLDREIER, U. Relationships between service quality and behavioral outcomes: A study of private bank customers in Germany. International Journal of Bank Marketing, v. 22, n. 2, p. 144-157, 2004.

YEE, R. W. Y.; YEUNG, A. C. L.; CHENG, T. C. E. An empirical study of employee loyalty, service quality and firm performance in the service industry. International Journal of Production Economics, v. 124, n. 1, p. 109-120, 2010.

YEN, C. H.; LU, H. P. Effects of e-service quality on loyalty intention: an empirical study in online auction. Managing Service Quality: An International Journal, v. 18, n. 2, p. 127-146, 2008.

YOO, D.; PARK, J. Perceived service quality: Analyzing relationships among employees, customers, and financial performance. International Journal of Quality & Reliability Management, v. 24, n. 9, p. 908-926, 2007.

ZEITHAML, V. A.; BERRY, L. L.; PARASURAMAN, A. The behavioral consequences of service quality. The Journal of Marketing, p. 31-46, 1996.

ZHOU, L. A dimension-specific analysis of performance-only measurement of service quality and satisfaction in China's retail banking. Journal of Services Marketing, v. 18, n. 7, p. 534-546, 2004.