Principais aproximações aos modelos de Qualidade de Serviço aplicados em supermercados. Um olhar panorâmico
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https://doi.org/10.5281/zenodo.8422371Palavras-chave:
Modelo, Qualidade, Serviço, Medição, SupermercadosResumo
Este artigo explica em linhas gerais as principais contribuições de diferentes autores sobre a administração de modelos de qualidade de serviço para supermercados, a partir da abordagem de cada autor, examinando os principais problemas na avaliação da qualidade de serviço. Também identifica as principais dimensões e/ou atributos necessários à medição, bem como as técnicas e instrumentos utilizados, além do tipo de pesquisa realizada, especificando os resultados e/ou ferramentas obtidas. Como consequência da análise efetuada, surge um conjunto de aspectos determinantes e relevantes para a proposição de novos modelos alternativos de verificação da propriedade de serviço em supermercados, bem como a identificação de oito atributos chave de qualidade que correspondem a diferentes facetas do processo de atendimento ao cliente e que devem ser levados em conta para futuras pesquisas na área.
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