The moderate effect of analytics capabilities on the service quality

Detalhes bibliográficos
Autor(a) principal: Vale, Laís Rocha
Data de Publicação: 2018
Outros Autores: Sincorá, Larissa Alves, Milhomem, Letícia de Sousa
Tipo de documento: Artigo
Idioma: eng
Título da fonte: JOSCM. Journal of Operations and Supply Chain Management
Texto Completo: https://periodicos.fgv.br/joscm/article/view/77056
Resumo: This paper intends to analyze the moderate effect of organizational analytics capabilities in the development and service delivery processes, using as reference the gaps described in the Service Quality Model developed by Parasuraman, Zeithaml and Berry (1985). As a result of the analysis, five theoretical propositions were proposed, which elucidate the existing relationships between analytics capabilities and the Service Quality Model gaps, in order to generate future empirical research.
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spelling The moderate effect of analytics capabilities on the service qualityOrganizational analytics capabilitiesservice qualitygapstheoretical essaybusiness analyticsThis paper intends to analyze the moderate effect of organizational analytics capabilities in the development and service delivery processes, using as reference the gaps described in the Service Quality Model developed by Parasuraman, Zeithaml and Berry (1985). As a result of the analysis, five theoretical propositions were proposed, which elucidate the existing relationships between analytics capabilities and the Service Quality Model gaps, in order to generate future empirical research.FGV EAESP2018-12-17info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://periodicos.fgv.br/joscm/article/view/7705610.12660/joscmv11n2p101-113Journal of Operations and Supply Chain Management; Vol. 11 No. 2 (2018): July-December; 101-113Journal of Operations and Supply Chain Management; v. 11 n. 2 (2018): July-December; 101-1131984-3046reponame:JOSCM. Journal of Operations and Supply Chain Managementinstname:Fundação Getulio Vargas (FGV)instacron:FGVenghttps://periodicos.fgv.br/joscm/article/view/77056/pdf_62Copyright (c) 2018 Journal of Operations and Supply Chain Managementinfo:eu-repo/semantics/openAccessVale, Laís RochaSincorá, Larissa AlvesMilhomem, Letícia de Sousa2019-02-15T18:21:49Zoai:ojs.periodicos.fgv.br:article/77056Revistahttp://bibliotecadigital.fgv.br/ojs/index.php/joscmPRIhttp://bibliotecadigital.fgv.br/ojs/index.php/joscm/oai||joscm@fgv.br1984-30461984-3046opendoar:2019-02-15T18:21:49JOSCM. Journal of Operations and Supply Chain Management - Fundação Getulio Vargas (FGV)false
dc.title.none.fl_str_mv The moderate effect of analytics capabilities on the service quality
title The moderate effect of analytics capabilities on the service quality
spellingShingle The moderate effect of analytics capabilities on the service quality
Vale, Laís Rocha
Organizational analytics capabilities
service quality
gaps
theoretical essay
business analytics
title_short The moderate effect of analytics capabilities on the service quality
title_full The moderate effect of analytics capabilities on the service quality
title_fullStr The moderate effect of analytics capabilities on the service quality
title_full_unstemmed The moderate effect of analytics capabilities on the service quality
title_sort The moderate effect of analytics capabilities on the service quality
author Vale, Laís Rocha
author_facet Vale, Laís Rocha
Sincorá, Larissa Alves
Milhomem, Letícia de Sousa
author_role author
author2 Sincorá, Larissa Alves
Milhomem, Letícia de Sousa
author2_role author
author
dc.contributor.author.fl_str_mv Vale, Laís Rocha
Sincorá, Larissa Alves
Milhomem, Letícia de Sousa
dc.subject.por.fl_str_mv Organizational analytics capabilities
service quality
gaps
theoretical essay
business analytics
topic Organizational analytics capabilities
service quality
gaps
theoretical essay
business analytics
description This paper intends to analyze the moderate effect of organizational analytics capabilities in the development and service delivery processes, using as reference the gaps described in the Service Quality Model developed by Parasuraman, Zeithaml and Berry (1985). As a result of the analysis, five theoretical propositions were proposed, which elucidate the existing relationships between analytics capabilities and the Service Quality Model gaps, in order to generate future empirical research.
publishDate 2018
dc.date.none.fl_str_mv 2018-12-17
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://periodicos.fgv.br/joscm/article/view/77056
10.12660/joscmv11n2p101-113
url https://periodicos.fgv.br/joscm/article/view/77056
identifier_str_mv 10.12660/joscmv11n2p101-113
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv https://periodicos.fgv.br/joscm/article/view/77056/pdf_62
dc.rights.driver.fl_str_mv Copyright (c) 2018 Journal of Operations and Supply Chain Management
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2018 Journal of Operations and Supply Chain Management
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv FGV EAESP
publisher.none.fl_str_mv FGV EAESP
dc.source.none.fl_str_mv Journal of Operations and Supply Chain Management; Vol. 11 No. 2 (2018): July-December; 101-113
Journal of Operations and Supply Chain Management; v. 11 n. 2 (2018): July-December; 101-113
1984-3046
reponame:JOSCM. Journal of Operations and Supply Chain Management
instname:Fundação Getulio Vargas (FGV)
instacron:FGV
instname_str Fundação Getulio Vargas (FGV)
instacron_str FGV
institution FGV
reponame_str JOSCM. Journal of Operations and Supply Chain Management
collection JOSCM. Journal of Operations and Supply Chain Management
repository.name.fl_str_mv JOSCM. Journal of Operations and Supply Chain Management - Fundação Getulio Vargas (FGV)
repository.mail.fl_str_mv ||joscm@fgv.br
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