Um estudo bibliométrico sobre o perfil da pesquisa da qualidade em serviço no simpósio de engenharia da produção - SIMPEP

Abstract

This paper aims to identify the profile of the scientific production on quality in services in the simpep production engineering symposium. In order to do so, the annals of simpep from 2013 to 2017 were used. Regarding the research design, the work is described as descriptive, conducted through a bibliographical and documentary survey, with a bibliometric approach and data analysis. To trace the event profile, 15 variables were analyzed. The results bring important revelations, such as: the region of origin of the main author who stood out the most was the southeast. The prevalence of male authors in scientific production was verified. In general, the data show evidence of a concentration of authorship linked to five public and state-level institutions (uepa, usp) and federal (ufpe, ufpa, ufscar). Most of the articles produced were dominated by the theme “customer service quality evaluation model”. The most cited authors in the studies on service quality were parasuraman, zeithaml and berry. These results are extremely relevant to support new work. It is important to research other events, both national and international in order to draw a deeper profile on the subject and to relate to studies already published.