Source: http://www.spell.org.br/documentos/ver/48609/qualidade-do-servico-e-suas-consequencias--uma---
Timestamp: 2019-04-21 08:54:33+00:00

Document:
This research investigated the main consequences of Service Quality (SQ) found in international articles published in the Emerald, Sage, Scopus, Web of Science and Willey databases between 1980 and 2016. The selection of articles was carried out following the steps indicated by the Proknow-C method. The initial search with the chosen keywords presented 623 articles. After analyzing the titles and abstracts, it was verified that 95 articles were aligned with the research theme. Among the 95 articles, the 22 most cited and the 7 most recently published were selected for the systematic analysis stage. It has been identified that the main consequences of the SQ surveyed are satisfaction, loyalty, the consumer behavior intention and the financial performance of the organization. There is a predominance of the quantitative approach, associated to the structural equation modeling technique to analyze the collected data.
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