摘要：This research was conducted with the objective of analyzing the occurrence of four categories of innovation in services. The four categories analyzed in this study are derived from the theories referenced and were used to define a priori the respective analyzes. The fieldwork resulted in qualitative data via interviews and document analysis, were analyzed by content analysis. The empirical data collection included interviews using semi-structured questionnaires applied to managers of enterprises and associations of carriers and representatives of Grantor. It was also performed for document analysis and historical survey of the sector aspects related to regulation. Innovation in services was perceived by the improvements provided by the billing and not billing per se. Noteworthy, as a result of exploratory research, the discovery of four categories of Innovation in Services that can be used to measure innovation in this sector and that can be tested in other contexts to verify its efficiency and effectiveness.
关键词：Electronic Ticketing;Innovation;Innovation in Services;Boleto Electrónico;Innovación;Innovaciónen Servicios;Bilhetagem Eletrônica; Inovação;Inovação em Serviços.
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