Purpose: This study analyses the factors that can influence the quality of service provided by the bus rapid transit (BRT) system in the state of Pernambuco. It is incipient, considering that the system was implemented in this state in 2014 to the World cup. In this context, the purpose of this...

Purpose: The present research aims to evaluate the quality of services provided by the Basic Health Units (UBS) of the Unified Health System (SUS) located in the city of Recife, in the state of Pernambuco, Brazil, using the Kano model integrated with the dimensions of quality proposed by the...

Purpose This paper aimed to identify the impact that Industry 4.0 can have on the service sector and how its combination can generate benefits for Sustainability 4.0 in the context of the Triple Bottom Line. Design/methodology/approach A Systematic Literature Review (RSL) was developed using the...

Purpose The implementation of quality in health services should go beyond legal, regulatory and purely technical obligations in relation to carrying out health insurance practices. The purpose of this paper is to present a management model that intends to equip private health care companies in...

Purpose – Improvements in quality have a very important role to play in services because such improvements add greater flexibility and give clients greater confidence in the services provided. Therefore, this paper aims to describe a framework for measuring quality in the provision of the...