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| Author(s): |
Cristiano Rocha Heckert
Total Authors: 1
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| Document type: | Master's Dissertation |
| Press: | São Paulo. , gráficos, ilustrações, tabelas. |
| Institution: | Universidade de São Paulo (USP). Escola Politécnica (EP/BC) |
| Defense date: | 2001-05-03 |
| Examining board members: |
Marcia Terra da Silva;
Rosa Maria Fischer;
Roberto Gilioli Rotondaro
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| Advisor: | Marcia Terra da Silva |
| Field of knowledge: | Engineering - Production Engineering |
| Indexed in: | Banco de Dados Bibliográficos da USP-DEDALUS; Biblioteca Digital de Teses e Dissertações - USP |
| Location: | Universidade de São Paulo. Biblioteca Central da Escola Politécnica; EPBC/FD-2822; Universidade de São Paulo. Escola Politécnica. Biblioteca de Engenharia de Produção; EPRO/FD-2822 |
| Abstract | |
This Dissertation discusses the service quality in nonprofit organizations. As the subject was not yet deeply studied by Industrial Engineering in Brazil, an exploratory research is conducted, using the case study methodology. Through a bibliographic revision and a field research developed in selected organizations, the nonprofit sectors organizational and administrative aspects are analyzed, verifying the specific features in applying service quality concept (customer expectation X perception) in those organizations. It concludes that the implementation can not be done in the same way as in for profit companies. Three typical aspects of the nonprofits must be considered: they dont have only one client, but several stakeholders playing this part; each one of those actors has different expectations towards the institution and its own way of assessing service quality; and, due to values such as justice and solidarity, essential in that kind of organizations, the service delivering process assumes special relevance, being many times more relevant than the results achieved. (AU) | |