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The moderate effect of analytics capabilities on the service quality

Laís Rocha Vale, Larissa Alves Sincorá, Letícia de Sousa Milhomem

Abstract


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.


Keywords


Organizational analytics capabilities; service quality; gaps; theoretical essay; business analytics

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DOI: http://dx.doi.org/10.12660/joscmv11n2p101-113

Copyright (c) 2018 Journal of Operations and Supply Chain Management

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ISSN: 1984-3046

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