An adaptation of SERVQUAL for events evaluation : an environmental sustainability addon

Registro completo de metadados
MetadadosDescriçãoIdioma
Autor(es): dc.creatorMenezes, Andromeda-
Autor(es): dc.creatorLima, Rui M.-
Autor(es): dc.creatorSouza, André Luiz Aquere de Cerqueira e-
Autor(es): dc.creatorAmorim, Marlene-
Data de aceite: dc.date.accessioned2021-10-14T18:27:20Z-
Data de disponibilização: dc.date.available2021-10-14T18:27:20Z-
Data de envio: dc.date.issued2021-05-31-
Data de envio: dc.date.issued2021-05-31-
Data de envio: dc.date.issued2019-
Fonte completa do material: dc.identifierhttps://repositorio.unb.br/handle/10482/41064-
Fonte completa do material: dc.identifierhttps://doi.org/10.3390/su12187408-
Fonte completa do material: dc.identifierhttps://orcid.org/0000-0002-7991-0132-
Fonte completa do material: dc.identifierhttps://orcid.org/0000-0002-0901-0614-
Fonte: dc.identifier.urihttp://educapes.capes.gov.br/handle/capes/632081-
Descrição: dc.descriptionThe events sector is continuously growing, driven by economic development and increased spending on leisure. As events may generate a large amount of waste, an environmental impact assessment is increasingly important for any event. The importance and necessity of this has recently become more significant not only from an environmental preservation perspective, but also from a social responsibility perspective, and from a marketing and public relations perspective. This paper presents a study carried out with the objective of creating a model adapted from the ServQual to evaluate the quality of the service provided with events, complementing the model with an environmental sustainability add on. Based on an action-research approach, a model was built that was developed and applied to small events in a Brazilian municipality. As the main result of this work, this approach allowed to create a way to measure the event quality, considering the gaps between expectations and perceptions of the client, adapting the ServQual Model to an event-type service. Moreover, it allowed the inclusion of an environmental sustainability dimension to ServQual. This adaptation of the model introduced new managerial analysis and was considered relevant by event managers. This study extends the application of service management tools to the specific domain of events, building on the perspective that event management shares a great deal of characteristics of services.-
Formato: dc.formatapplication/pdf-
Publicador: dc.publisherMDPI-
Direitos: dc.rightsAcesso Aberto-
Direitos: dc.rightsCopyright: © 2020 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (http://creativecommons.org/licenses/by/4.0/).-
Palavras-chave: dc.subjectAdministração de projetos-
Palavras-chave: dc.subjectSustentabilidade ambiental-
Palavras-chave: dc.subjectQualidade de serviço-
Palavras-chave: dc.subjectMensuração-
Título: dc.titleAn adaptation of SERVQUAL for events evaluation : an environmental sustainability addon-
Tipo de arquivo: dc.typelivro digital-
Aparece nas coleções:Repositório Institucional – UNB

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