期刊名称：Journal of Operations and Supply Chain Management
印刷版ISSN：1984-3046
出版年度：2018
卷号：11
期号：2
页码：101-113
DOI：10.12660/joscmv11n2p101-113
语种：Portuguese
出版社：FGV-EAESP
摘要：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.
其他摘要：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.
