Human Factors In The Service Sector: State Of Research
FATORES HUMANOS NO SETOR DE SERVIÇOS: ESTADO DA PESQUISA
Maria Augusta Siqueira Mathias, Eduardo Ferro dos Santos
Abstract
As business competition becomes tighter and more hostile, the focus on service management becomes a determining success factor. While excellence comprises many organizational factors, the human factor is what makes the difference and service quality translates into people management. This paper presents and analyzes the state of research on service management and human factors, allowing researchers to identify opportunities for future studies. A bibliometric study was carried out with data from the Web of Science database, enabling analyses of the most cited articles, keywords and authors, as well as the most productive institutions and countries. Customer satisfaction and service quality appear as relevant themes of researches on this matter, and the scientific gaps point toward customers’ perceptions and frontline employees. The main scientific contribution of this paper is to assist new studies on people management in the service sector by identifying the latest trends, while also expanding the existing theory
Keywords
Resumo
À medida que a competição empresarial se torna mais acirrada e hostil, o foco na gestão de serviços torna-se um fator determinante para o sucesso. Embora a excelência envolva muitos fatores organizacionais, o fator humano é o que faz a diferença, e a qualidade do serviço se traduz em gestão de pessoas. Este artigo apresenta e analisa o estado da pesquisa sobre gestão de serviços e fatores humanos, permitindo que pesquisadores identifiquem oportunidades para estudos futuros. Foi realizado um estudo bibliométrico com dados da base Web of Science, possibilitando análises dos artigos mais citados, palavras-chave e autores, bem como as instituições e países mais produtivos. A satisfação do cliente e a qualidade do serviço surgem como temas relevantes de pesquisas sobre esse assunto, e as lacunas científicas apontam para as percepções dos clientes e os funcionários de linha de frente. A principal contribuição científica deste artigo é auxiliar novos estudos sobre gestão de pessoas no setor de serviços, identificando as últimas tendências e ampliando a teoria existente.
DOI da Versão Traduzida: https://doi.org/10.4322/rae.v16e202207.en
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