Abstract: The aim of this research was to analyse quality management in the service sector in order to clarify how quality management can be implemented to guarantee customer satisfaction and excellence in service provision, taking into account the peculiar characteristics of services compared to tangible products. To this end, bibliographical research was carried out by searching for articles in databases such as SciELO, Scopus, Web of Science and Google Scholar, as well as institutional repositories. During the search, specific keywords were used in association with Boolean operators AND and OR. The analysis of quality management in the service sector showed that the......
Keywords: Management; Quality; Services
[1]
Amorim, B. A. De. The Importance Of Marketing Services: A Study Carried Out In A Holistic Therapy Centre. 2019. Course Conclusion Work (Undergraduate Degree In Business Administration) - Faculty Of Economics, Business Administration, Actuarial Science And Accounting, Federal University Of Ceará, Fortaleza, 2019.
[2]
Ferreira, D. A.; Oliveira, I. L. The Intangibility And Materiality Of Consumer Experiences And The Brand. Revista Do Programa De Pós-Graduação Em Comunicação Da Faculdade Cásper Líbero, N. 46, Jul/Dec, 2020.
[3]
Fitzsimmons, J. A.; Fitzsimmons, M. J. Service Management: Operations, Strategy, Information Technology. Mcgraw-Hill, 2014.
[4]
Galdino, S. V. Et Al. Quality Tools In Health Services Management: Integrative Literature Review. Revista Eletrônica Gestão & Saúde, V. 7, N. 1, 2016.
[5]
Garvin, D. A. Quality On The Line. Harvard Business Review, 2002.