Um estudo sobre o uso da evidência física para gerar percepções de qualidade em serviços: casos de hospitais brasileiros. / A study on the use of physical evidence to generate service quality perceptions: case studies of brazilian hospitals.

AUTOR(ES)

Carlos Augusto da Silva Loures

DATA DE PUBLICAÇÃO

2003

RESUMO

The aim of this dissertation is the use of physical evidence as a way to generate service quality perceptions from clients. The realization of an exploratory research is justified by the low academic production on the subject in Brazil. In the first part of the dissertation is presented a bibliographic review including: the importance of services; service definitions; service characteristics; service classification; health services; service encounters; service quality; and physical evidence. In the second part of this work are presented the methodology and the results of a field research in order to verify how the concepts reviewed are practiced by three Brazilian hospitals. At the conclusion are presented the main practical and theoretical contributions, a summary of the main findings of the field research, the restrictions and limitations of the study and recommendations for future researches to other authors who have interest on this subject.

ASSUNTO(S)

physical evidence hospitais evidência física hospitals service quality qualidade de serviços

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