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The purpose of this study is to compare the results of customer satisfaction indices (SI) in the literature and to propose equations to show that the reverse attribute needs to be taken into account in these calculations owing to its impact on customer satisfaction.

To propose equations that take into account all types of quality attributes and in opposition to the models proposed by Berger (1993) and Wang (2013), in this work, a questionnaire adapted from the Kano model was developed, using the dimensions of the SERVQUAL model and applied to tourists who use the airline service. Data collection was carried out through social media, obtaining 694 responses.

The findings show that the attributes considered as reverse were linked to the delay in the service late check-in, delay in the dispatch of luggage, delay in on-board service and take-off delay, generating dissatisfaction among tourists. Moreover, the same database used to compare the results of the dissatisfaction indices of Berger (1993) and Wang (2013) showed inconsistencies reinforcing the gap that this research intends to close. After the proposal of the SI made by the authors of the present research it was possible to verify the confirmation regarding the definition of reverse attribute developed by the Kano model, reinforcing that the customer satisfaction decreases with the presence of reverse attribute.

The originality of this research seeks to contribute to the academic literature and organizational practices by investigating a gap in the SI proposed by Berger et al. (1993) for not inserting the reverse attributes and, later, studied by Wang (2013). Furthermore, this research uses the Kano questionnaire as an input to assist in the correct identification and evaluation of all attributes present in the service offered.

航空质量评估以改善战略旅游管理

这项研究的目的是比较文献中客户满意度指数的结果, 并提出方程式, 以显示由于反向属性对客户满意度的影响, 需要在这些计算中考虑反向属性。

为了提出考虑所有类型质量属性且与Berger (1993）和Wang (2013）提出的模型相反的方程式, 在这项工作中, 使用Kano模型改编了问卷。 SERVQUAL模型的维度, 并应用于使用航空公司服务的游客。数据收集是通过社交媒体进行的, 获得了694条回应。

调查结果表明, 被认为是反向的属性与服务的延迟（延迟登机（属性23）, 行李寄送的延迟（属性24）, 机上服务的延迟（属性25）有关。以及起飞延迟（属性26）引起游客的不满, 此外, 用于比较Berger (1993）和Wang (2013）的不满指标结果的同一数据库显示出不一致的地方, 从而加剧了本研究打算缩小的差距根据本研究的作者提出的满意度指标的提议, 有可能验证由Kano模型开发的关于反向属性定义的确认, 从而加强了客户满意度随着反向属性的存在而降低的事实。

本研究的独创性旨在通过调查Berger等人(1993）提出的不插入反向属性的满意度指标方面的差距来为学术文献和组织实践做出贡献, 后来由Wang (2013）研究。此外, 本研究使用Kano问卷作为输入, 以帮助正确识别和评估所提供服务中存在的所有属性。

Evaluación de la calidad de las aerolíneas para mejorar la gestión estratégica del turismo

El propósito de este estudio es comparar los resultados de los índices de satisfacción del cliente en la literatura y proponer ecuaciones para mostrar que el atributo inverso debe tenerse en cuenta en estos cálculos debido a su impacto en la satisfacción del cliente.

Con el fin de proponer ecuaciones que tengan en cuenta todo tipo de atributos de calidad y en oposición a los modelos propuestos por Berger (1993) y Wang (2013), en este trabajo se desarrolló un cuestionario adaptado del modelo de Kano, utilizando el dimensiones del modelo SERVQUAL y aplicado a los turistas que utilizan el servicio de la aerolínea. La recolección de datos se realizó a través de las redes sociales, obteniendo 694 respuestas.

Los hallazgos muestran que los atributos considerados como revertidos estaban vinculados al retraso en el servicio (Facturación tardía (atributo 23), Retraso en el despacho de equipaje (atributo 24), Retraso en el servicio a bordo (atributo 25) y retraso en el despegue (atributo 26), que genera insatisfacción entre los turistas. Además, la misma base de datos utilizada para comparar los resultados de los índices de insatisfacción de Berger (1993) y Wang (2013) mostró inconsistencias que refuerzan la brecha que esta investigación pretende cerrar Luego de la propuesta de los índices de satisfacción realizada por los autores de la presente investigación se pudo verificar la confirmación respecto a la definición de atributo inverso desarrollada por el Modelo Kano, reforzando que la satisfacción del cliente disminuye con la presencia de atributo inverso.

La originalidad de esta investigación busca contribuir a la literatura académica y las prácticas organizacionales investigando un vacío en los índices de satisfacción propuestos por Berger et al. (1993) por no insertar los atributos inversos y, posteriormente, estudiado por Wang (2013). Además, esta investigación utiliza el cuestionario de Kano como insumo para ayudar en la correcta identificación y evaluación de todos los atributos presentes en el servicio ofrecido.

Identifies the basic components of a formal quality system. Uses research into 100 companies to assess how well they address each of these components and creates a resulting typology of companies, according to the way in which they organise their quality systems. This simple analysis can be used as a basic model by an enterprise which wishes to implement a process leading to formal quality certification such as ISO 9000.

The purpose of this paper is to explore marketing analysis by developing a customer loyalty approach for small- and medium-sized enterprises (SMEs) in the service sector, based on customer relationship management (CRM) in the context of an emerging economy.

This study analyzes different models of CRM in the literature and defines a loyalty approach for SMEs in the service sector. It is characterized as exploratory research, with a qualitative approach. A systematic review of the literature is undertaken as the starting point for achieving the main objective of the study.

The need to develop a framework for an approach to customer loyalty for SMEs based on CRM and to make it operational.

It is a qualitative and exploratory study, applied only to a company’s two main clients.

The contribution of this study is that it offers SMEs consistent guidelines on how best to conduct relationship management with their customers by using a systemic methodology that can be adapted to the requirements of more effective interaction between a company and its customers. It also provides coherence to the purpose of meeting customers’ needs. This is an action strategy that focuses especially on the use of tools, such as SERVQUAL, Kano and SWOT analysis, and thereby increases the competitive profile of organizations in this sector.

This study is a new approach to customer loyalty for SMEs in the service sector, which integrates elements of CRM strategy and implementation.

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 favor of quality development from the use of a model for forming a competitive strategy in the supplementary health sector companies.

In this approach the proposed model is grounded on guiding procedures for the process of strategy formulation, with a systemic structure that separates in analysis involving the internal and external environment to the organization to verify the strategy that best applies. It is based on prescriptive strategy – the five competitive forces and, with adaptive strategy, the competition arenas.

Through the proposed model the analytical mechanisms of political-legal environments surrounding companies in the sector can be described, identify organizations and their process performance, study them, and perform comparative analysis of information between them. All of this development seeks to ensure the formation of policies, to guide strategic action in health insurance.

This work strongly contributes to the foundation and strengthening of strategic knowledge and has quality aimed at the study of the private health care market, due to the high degree of regulatory requirements by the state to the businesses, the environment turns into a chain of complex information that migrates from the condition of just meeting legal requirements, to also satisfying the demands of a hypercompetitive market.

Food service demands a greater concern with food security, as around two million people in the world, among them the majority of children, die from foodborne diseases. The purpose of this study deals with the adoption of the COOK CHILL system, in the principles of the hazard analysis and critical control point system (HACCP), within a food and nutrition unit of a petroleum refinery, to enable food security and cost reduction operational services in food services by using the traditional method of food production. To do so, hygienic-sanitary diagnosis based on Brazilian ANVISA standards is carried out.

The company that served as an object for the case study is an oil refinery located in the northeast region of Brazil, divided into 55 units with a production capacity of 323.000 barrels/day. For reasons of confidentiality, it will be referenced throughout the text of this work as Refinery.

With the implementation of the system, it was possible to reduce operational costs, food waste and energy and to provide safe food and increasing customer satisfaction.

The improvement achieved with the production of food quality was the adoption of the COOK CHILL system in the application of HACCP through the use of value (D) to control the biological CCP and monitoring through the control sheets.

The purpose of this research is to present a formulation of the System of Competitive Intelligence that is up‐to‐date and responsive to an area of study which enables the constant upgrading and improvement of business management practices, so that a competitive edge may be maintained and a market differentiation established.

This comprises a study of the existing literature and a review of articles of criticism related to the particularities of competitive strategy, systems of competitive intelligence, and the quality of service rendered by health insurance companies of health services, with a view to identifying the main elements needed to attain competitive advantage. From the results gathered, the construction of the model will be started and its strong and weak points commented upon.

It was observed that the Model of System of Competitive Intelligence can guarantee the survival of a company, through analyzing information quickly and in an integrated way, thus permitting well‐founded decisions to be made in real time.

The model was based on literary research and it was directed only to one sector of service industry. The suggestion is that this model should be applied to confirm its effectiveness.

This work will go towards making it possible for health insurers in the City of Recife – Brazil to obtain competitive advantage in the health service, through service provided with greater quality, that satisfactorily meets the needs of their clients, besides promoting technological advances in this sector. It will also assist other companies in the health area who wish to adopt the model proposed.

The survival of an organisation today depends directly on its capacity to be efficient and competitive. Growing transformations in the world economy impose new variables on the productive process. Environmental management is one of these variants, which brings in itself a series of opportunities and risks. An environmental management system (EMS) allows an organisation to permanently control the effects of the productive process on the environment. In Brazil, the adoption of this new approach still finds certain resistance by companies, which have seen it more as an additional cost than an improvement opportunity. This study aims to identify the environmental actions of some Brazilian companies, seeking to obtain important information about the process and the operations accomplished in the adoption of EMS by companies which seek to improve the quality of life for the population.

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 service by using a SERVQUAL scale and fuzzy operators.

In this approach, a framework to assess quality in service provision is put forward which applies the SERVQUAL scale as an instrument of data collection. Fuzzy set theory is proposed and applied within this framework as a technique to make a quantitative assessment of the quality of the provision of services. A case study is used to illustrate how to apply this framework for this purpose. The data were processed and transformed into a fuzzy environment, and fuzzy numbers and operators were applied to the analysis of customers' assessment with regard to the dimensions of quality in the service provided.

The study demonstrated the differences between evaluations of the dimensions of quality assessed, and differences of the same customer in relation to these dimensions. The main points raised were the importance given by customers to the dimensions, and the gaps between customers' perceptions and expectations, when fuzzy numbers were used to assess levels of service quality, and to evaluating the prioritization of service quality.

This paper proposes the use of fuzzy theory within a framework by making a linguistic analysis when dealing with data collected in a SERVQUAL scale so as to assess service quality. The data were measured by examining the gap between customers' perceptions and expectations. The framework describes the phases of this assessment, and uses fuzzy operators.

The purpose of this paper is to set out a method for evaluating environmental impacts in the area of gas stations.

The design and implementation of this study followed steps that enabled a survey to be conducted by combining a wide variety of sources and bibliographical material, such as manuals, regulations, standards, laws and articles necessary for drawing up the model and the indicators of environmental impacts; and next the authors used two case studies to test the proposed model and exemplify the application.

This research identified the sources that cause adverse environmental impacts and the main preventive actions, as well as those for eliminating environmental impacts caused by the activities of the gas stations, so was possible developing a model which evaluated the real environmental situation of gas stations, using indicators to identify opportunities for improvements in the enterprises with ISO 14001 certification and non‐certificated enterprises.

This study used some international standards and some specific laws from Brazil, but it can be adapted to the current standards for gas stations in other countries.

Based on findings, it is believed that by using the model proposed in this research study, it is possible to diagnose the real environmental situation of the gas stations, thereby contributing to the preservation of the environment, sustainable development and above all to improving people's quality of life.

The originality of this study is the development of a viable model that can be used by enterprise, researchers and governmental environmental agencies for evaluating the environmental impacts of gas stations, integrating four different variables.