Garantias do servi??o superiores: constru????o e valida????o de uma nova escala servguarantee
Autor(a) principal: | |
---|---|
Data de Publicação: | 2016 |
Tipo de documento: | Tese |
Idioma: | por |
Título da fonte: | Biblioteca Digital de Teses e Dissertações da Uninove |
Texto Completo: | http://bibliotecatede.uninove.br/handle/tede/2252 |
Resumo: | Services have unique characteristics such as intangibility, present a performance or human action usually produced and consumed in real time and in the customer presence. These singularities make them more complex, making it difficult to standardize and superior quality. Therefore, ensuring the services becomes difficult, but it does not mean that consumer satisfaction can not be guaranteed. In this perspective, Hart (1988) considers that a superior service guarantee can help a business in many ways, but it is necessary to present a guarantee with some essential features such as absoluteness, an easy understanding and communication, meaning and expressiveness, easy claim and a quickly reception. Although several authors consider these features important, validated scales were not properly developed to measure them. Thus, the objective in this thesis is to construct and validate a measurement tool that captures consumer perception on the Service Guarantees, based on five superior characteristics proposed by Hart (1988.1990). To achieve this goal, was created a methodology consists of six steps that will compose the process of construction and validation of a measurement tool. The work included a qualitative phase and other quantitative. The results of the qualitative phase were consistent with the theory, reinforcing the idea that Superior Services Guarantees (GSS) can be better understood through five subcategories or proxies. Based on theory and qualitative research, variables were developed for each of the first order construct that reflect the GSS. In the final collecting data were obtained 367 valid respondents and, at this stage, we used a modeling technique of structural equation and PLS-SEM method for data analysis. In this way, it was verified the reliability of the GSS scale by Load Factor (??), the Composite Reliability and Cronbach Alpha (??). Then were held Convergent Validity, that uses the Average Variance Extracted (AVE), and Discriminant Validity. These tests have proven robust, confirming the reliability of the scale. The nomological validity had two models that confirmed a good adjustmentof the construct GSS in a relationships network with the constructs Perceived Quality and Satisfaction, giving strength and consistency for the validation scale process, which now has the ServGuarantee denomination. Therefore, it is expected that this thesis is useful both in academia, enabling new studies involving ServGuarantee scale, as for managers looking to satisfy its customers and to improve the efficiency of the guarantees of their business service. |
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Silva, Dirceu daBido, Di??genes de SouzaRossi, George BedinelliSilva, Dirceu daUrdan, Andr?? TorresBrand??o, Marcelo Mollhttp://lattes.cnpq.br/4743590121592141Oliveira, Alessandro Silva de2020-08-27T21:40:17Z2016-12-11Oliveira, Alessandro Silva de. Garantias do servi??o superiores: constru????o e valida????o de uma nova escala servguarantee. 2016. 156 f. Tese( Programa de P??s-Gradua????o em Administra????o) - Universidade Nove de Julho, S??o Paulo.http://bibliotecatede.uninove.br/handle/tede/2252Services have unique characteristics such as intangibility, present a performance or human action usually produced and consumed in real time and in the customer presence. These singularities make them more complex, making it difficult to standardize and superior quality. Therefore, ensuring the services becomes difficult, but it does not mean that consumer satisfaction can not be guaranteed. In this perspective, Hart (1988) considers that a superior service guarantee can help a business in many ways, but it is necessary to present a guarantee with some essential features such as absoluteness, an easy understanding and communication, meaning and expressiveness, easy claim and a quickly reception. Although several authors consider these features important, validated scales were not properly developed to measure them. Thus, the objective in this thesis is to construct and validate a measurement tool that captures consumer perception on the Service Guarantees, based on five superior characteristics proposed by Hart (1988.1990). To achieve this goal, was created a methodology consists of six steps that will compose the process of construction and validation of a measurement tool. The work included a qualitative phase and other quantitative. The results of the qualitative phase were consistent with the theory, reinforcing the idea that Superior Services Guarantees (GSS) can be better understood through five subcategories or proxies. Based on theory and qualitative research, variables were developed for each of the first order construct that reflect the GSS. In the final collecting data were obtained 367 valid respondents and, at this stage, we used a modeling technique of structural equation and PLS-SEM method for data analysis. In this way, it was verified the reliability of the GSS scale by Load Factor (??), the Composite Reliability and Cronbach Alpha (??). Then were held Convergent Validity, that uses the Average Variance Extracted (AVE), and Discriminant Validity. These tests have proven robust, confirming the reliability of the scale. The nomological validity had two models that confirmed a good adjustmentof the construct GSS in a relationships network with the constructs Perceived Quality and Satisfaction, giving strength and consistency for the validation scale process, which now has the ServGuarantee denomination. Therefore, it is expected that this thesis is useful both in academia, enabling new studies involving ServGuarantee scale, as for managers looking to satisfy its customers and to improve the efficiency of the guarantees of their business service.Os servi??os t??m caracter??sticas singulares como intangibilidade, apresentar um desempenho ou a????o humana e que, geralmente, s??o produzidos e consumidos em tempo real e na presen??a do cliente. Essas singularidades tornam os servi??os mais complexos, dificultando sua padroniza????o e qualidade superior. Portanto, garantir os servi??os se torna algo dif??cil, mas n??o significa que a satisfa????o do consumidor n??o possa ser garantida. Nessa perspectiva, Hart (1988) considera que uma garantia de servi??o superior pode ajudar uma empresa em v??rios aspectos, mas ?? preciso que ela apresente algumas caracter??sticas essenciais, como incondicionalidade da garantia, garantia f??cil de ser entendida e comunicada, garantia significativa e expressiva, garantia f??cil de ser reivindicada e tamb??m f??cil e r??pido de ser recebida. Apesar de v??rios autores considerarem essas caracter??sticas importantes, n??o foram desenvolvidas escalas devidamente validadas que as mensurassem. Assim, o objetivo, nesta tese, ?? o de construir e validar um instrumento de mensura????o que capte a percep????o do consumidor sobre as Garantias do Servi??o, com base nas cinco caracter??sticas superiores propostas por Hart (1988,1990). Para atingir esse objetivo, foi elaborada uma proposta metodol??gica composta por seis etapas que v??o compor o processo de constru????o e valida????o de um instrumento de mensura????o. O trabalho contou com uma fase qualitativa e outra quantitativa. Os resultados da fase qualitativa foram congruentes com a teoria, refor??ando a ideia de que as Garantias do Servi??o Superior (GSS) podem ser mais bem compreendidas por meio de cinco subcategorias ou proxys. Com base na teoria e na pesquisa qualitativa foram desenvolvidas vari??veis para cada construto de primeira ordem que refletem a GSS. Na coleta de dados final foram obtidos 367 respondentes v??lidos e, nessa etapa, foram utilizadas a t??cnica de Modelagem por Equa????es Estruturais e o m??todo PLS-SEM para a an??lise dos dados. Dessa forma, foi verificada a confiabilidade da escala GSS por meio da Carga Fatorial (??), da Confiabilidade Composta e do Alfa (??) de Cronbach. Em seguida foram realizadas a Validade Convergente, que utiliza a Vari??ncia M??dia Extra??da (AVE), e a Validade Discriminante. Estes testes se mostraram robustos, confirmando a confiabilidade da escala. A validade nomol??gica contou com dois modelos que confirmaram um bom ajuste do construto GSS em uma rede de relacionamentos com os construtos Qualidade Percebida e Satisfa????o, dando for??a e consist??ncia ao processo de valida????o da escala, que passou a ter a denomina????o ServGuarantee. Assim, espera-se que esta tese seja ??til tanto no meio acad??mico, possibilitando novos estudos envolvendo a escala ServGuarantee, quanto para os gestores que procuram satisfazer aos seus clientes e a melhorar a efici??ncia das garantias do servi??o de suas empresas.Submitted by Nadir Basilio (nadirsb@uninove.br) on 2020-08-27T21:40:17Z No. of bitstreams: 1 Alessandro Silva.pdf: 11230189 bytes, checksum: a486be09d26b28b423c43d2a425808b1 (MD5)Made available in DSpace on 2020-08-27T21:40:17Z (GMT). No. of bitstreams: 1 Alessandro Silva.pdf: 11230189 bytes, checksum: a486be09d26b28b423c43d2a425808b1 (MD5) Previous issue date: 2016-12-11application/pdfporUniversidade Nove de JulhoPrograma de P??s-Gradua????o em Administra????oUNINOVEBrasilAdministra????oservi??osgarantias do servi??o superioresServGuaranteevalida????o de escalasservicesuperior service guaranteeServGuaranteescale validationCIENCIAS SOCIAIS APLICADAS::ADMINISTRACAOGarantias do servi??o superiores: constru????o e valida????o de uma nova escala servguaranteeGuarantee of superior services: construction and validation of a new scale "servguaranteeinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/doctoralThesis8024035432632778221600info:eu-repo/semantics/openAccessreponame:Biblioteca Digital de Teses e Dissertações da Uninoveinstname:Universidade Nove de Julho (UNINOVE)instacron:UNINOVEORIGINALAlessandro Silva.pdfAlessandro Silva.pdfapplication/pdf11230189http://localhost:8080/tede/bitstream/tede/2252/2/Alessandro+Silva.pdfa486be09d26b28b423c43d2a425808b1MD52LICENSElicense.txtlicense.txttext/plain; charset=utf-82165http://localhost:8080/tede/bitstream/tede/2252/1/license.txtbd3efa91386c1718a7f26a329fdcb468MD51tede/22522020-08-27 18:40:17.492oai:localhost: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Biblioteca Digital de Teses e Dissertaçõeshttp://bibliotecatede.uninove.br/PRIhttp://bibliotecatede.uninove.br/oai/requestbibliotecatede@uninove.br||bibliotecatede@uninove.bropendoar:2020-08-27T21:40:17Biblioteca Digital de Teses e Dissertações da Uninove - Universidade Nove de Julho (UNINOVE)false |
dc.title.por.fl_str_mv |
Garantias do servi??o superiores: constru????o e valida????o de uma nova escala servguarantee |
dc.title.alternative.eng.fl_str_mv |
Guarantee of superior services: construction and validation of a new scale "servguarantee |
title |
Garantias do servi??o superiores: constru????o e valida????o de uma nova escala servguarantee |
spellingShingle |
Garantias do servi??o superiores: constru????o e valida????o de uma nova escala servguarantee Oliveira, Alessandro Silva de servi??os garantias do servi??o superiores ServGuarantee valida????o de escalas service superior service guarantee ServGuarantee scale validation CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO |
title_short |
Garantias do servi??o superiores: constru????o e valida????o de uma nova escala servguarantee |
title_full |
Garantias do servi??o superiores: constru????o e valida????o de uma nova escala servguarantee |
title_fullStr |
Garantias do servi??o superiores: constru????o e valida????o de uma nova escala servguarantee |
title_full_unstemmed |
Garantias do servi??o superiores: constru????o e valida????o de uma nova escala servguarantee |
title_sort |
Garantias do servi??o superiores: constru????o e valida????o de uma nova escala servguarantee |
author |
Oliveira, Alessandro Silva de |
author_facet |
Oliveira, Alessandro Silva de |
author_role |
author |
dc.contributor.advisor1.fl_str_mv |
Silva, Dirceu da |
dc.contributor.referee1.fl_str_mv |
Bido, Di??genes de Souza |
dc.contributor.referee2.fl_str_mv |
Rossi, George Bedinelli |
dc.contributor.referee3.fl_str_mv |
Silva, Dirceu da |
dc.contributor.referee4.fl_str_mv |
Urdan, Andr?? Torres |
dc.contributor.referee5.fl_str_mv |
Brand??o, Marcelo Moll |
dc.contributor.authorLattes.fl_str_mv |
http://lattes.cnpq.br/4743590121592141 |
dc.contributor.author.fl_str_mv |
Oliveira, Alessandro Silva de |
contributor_str_mv |
Silva, Dirceu da Bido, Di??genes de Souza Rossi, George Bedinelli Silva, Dirceu da Urdan, Andr?? Torres Brand??o, Marcelo Moll |
dc.subject.por.fl_str_mv |
servi??os garantias do servi??o superiores ServGuarantee valida????o de escalas |
topic |
servi??os garantias do servi??o superiores ServGuarantee valida????o de escalas service superior service guarantee ServGuarantee scale validation CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO |
dc.subject.eng.fl_str_mv |
service superior service guarantee ServGuarantee scale validation |
dc.subject.cnpq.fl_str_mv |
CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO |
description |
Services have unique characteristics such as intangibility, present a performance or human action usually produced and consumed in real time and in the customer presence. These singularities make them more complex, making it difficult to standardize and superior quality. Therefore, ensuring the services becomes difficult, but it does not mean that consumer satisfaction can not be guaranteed. In this perspective, Hart (1988) considers that a superior service guarantee can help a business in many ways, but it is necessary to present a guarantee with some essential features such as absoluteness, an easy understanding and communication, meaning and expressiveness, easy claim and a quickly reception. Although several authors consider these features important, validated scales were not properly developed to measure them. Thus, the objective in this thesis is to construct and validate a measurement tool that captures consumer perception on the Service Guarantees, based on five superior characteristics proposed by Hart (1988.1990). To achieve this goal, was created a methodology consists of six steps that will compose the process of construction and validation of a measurement tool. The work included a qualitative phase and other quantitative. The results of the qualitative phase were consistent with the theory, reinforcing the idea that Superior Services Guarantees (GSS) can be better understood through five subcategories or proxies. Based on theory and qualitative research, variables were developed for each of the first order construct that reflect the GSS. In the final collecting data were obtained 367 valid respondents and, at this stage, we used a modeling technique of structural equation and PLS-SEM method for data analysis. In this way, it was verified the reliability of the GSS scale by Load Factor (??), the Composite Reliability and Cronbach Alpha (??). Then were held Convergent Validity, that uses the Average Variance Extracted (AVE), and Discriminant Validity. These tests have proven robust, confirming the reliability of the scale. The nomological validity had two models that confirmed a good adjustmentof the construct GSS in a relationships network with the constructs Perceived Quality and Satisfaction, giving strength and consistency for the validation scale process, which now has the ServGuarantee denomination. Therefore, it is expected that this thesis is useful both in academia, enabling new studies involving ServGuarantee scale, as for managers looking to satisfy its customers and to improve the efficiency of the guarantees of their business service. |
publishDate |
2016 |
dc.date.issued.fl_str_mv |
2016-12-11 |
dc.date.accessioned.fl_str_mv |
2020-08-27T21:40:17Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
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info:eu-repo/semantics/doctoralThesis |
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publishedVersion |
dc.identifier.citation.fl_str_mv |
Oliveira, Alessandro Silva de. Garantias do servi??o superiores: constru????o e valida????o de uma nova escala servguarantee. 2016. 156 f. Tese( Programa de P??s-Gradua????o em Administra????o) - Universidade Nove de Julho, S??o Paulo. |
dc.identifier.uri.fl_str_mv |
http://bibliotecatede.uninove.br/handle/tede/2252 |
identifier_str_mv |
Oliveira, Alessandro Silva de. Garantias do servi??o superiores: constru????o e valida????o de uma nova escala servguarantee. 2016. 156 f. Tese( Programa de P??s-Gradua????o em Administra????o) - Universidade Nove de Julho, S??o Paulo. |
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http://bibliotecatede.uninove.br/handle/tede/2252 |
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por |
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por |
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8024035432632778221 |
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600 |
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UNINOVE |
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Administra????o |
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