Garantia de serviço: Um estudo bibliométrico

Abstract

The Service Guarantee is a term that has won prominence since the service sector has gained more and more importance in the world economy. The Service Guarantee is described by many authors as a sign of the quality of service, an effective strategy to attract and retain consumers and gain a competitive advantage, in addition to providing an increase in customer satisfaction and employee motivation. In this sense, the objective of this article is to evaluate the state of the art of the term Service Guarantee, in the international scope, in the databases of the Scopus, Web of Science and Google Scholar platforms. This work is an exploratory and descriptive study, using the bibliometric research method. A total of 54 articles have been selected and evaluated, including the authors' names, article titles, year of publications, journal names, keywords, methodologies, type of research, article objectives, number of citations, most famous results and research area. During data analysis, it was possible to see the importance of the Service Guarantee theme in the control and quality of services offered to customers. Another point is customer loyalty, and the reduction in perceived risk when consumers come into contact with a well-formulated and implemented service guarantee. Through the survey results, it was also found that the year with the highest number of publications on the topic was 2014 and the year with the most citations was 1988.