Quality affects the performance of the product or service as well as customer satisfaction. This fact is genuinely important when it comes to how the consumer interprets the satisfaction that service provides and the judgment of the buying process as a whole. Considering that, service quality is an abstract and elusive construct due to three characteristics of services: intangibility, heterogeneity, and inseparability of production and consumption. In that way, we define service quality as perceived by the customer. In addition, the perceived quality is the comparison between the perception and customer expectation. Customer expectations are the expected service, arising from needs. However, these can be more or less demanding than the real needs. Perceptions are how the customer perceives the service provided, assessing whether this was appropriate or not. Thus, for service providing organizations the interpretation of customer needs is critical. Superior performance in services strengthens competitiveness and establishes a relationship with the customer, consolidating the brand and communication with the market, etc. This paper aims to evaluate the quality of a large hotel through the fuzzy SERVQUAL and fuzzy AHP. The results showed that the services have many gaps to be improved.

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This article is aimed at structuring a bibliography portfolio to treat the application of the ABC method in service and contribute to discussions within the scientific community. The methodology followed a three-stage procedure: Planning, execution and Synthesis. Also, the process ProKnow-C (Knowledge Process Development - Constructivist) was used in the execution stage. International databases were used to collect information (ISI Web of Knowledge and Scopus). As a result, we obtained a bibliography portfolio of 21 articles (with scientific recognition) dealing with the proposed theme.

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Promoting the development of new companies has been a vast field research. We observed that the initiative permeates many sectors of the economy, starting by the entrepreneur, reaching support from government, funding agencies, universities and business incubators. Currently in Brazil, exists a network of organizations, among which ANPROTEC and SEBRAE that, together with incubators, has sought to create an environment in which new companies can emerge and develop, where knowledge and intellectual capital should be strengthened. In this sense, the main objective of this research was to analyze the influence of structural capital in the success of incubated startups. The creation of startups has been increasingly recognized as an important element for Brazil's economic development. Structural capital is one of the components of intellectual capital and has as examples the physical and technological infrastructure of a company. In this context there is a lack of scientific studies demonstrating the Structural Capital (SC) relation with incubated startups success. At the development phase, SC constructs in incubated startups and identification of the criteria for SC analysis in incubated startups were determined. At empirical phase, we validated the instrument with six incubators managers from the South of Brazil and conducted an interview with 21 incubated startups, which 04 of them were unsuccessful, 06 graduated and 11 incubated. It was possible to identify how Structural Capital influences the successful incubated startups, especially with regard to the physical and technological support from the incubators.

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Para as organizações manterem-se competitivas em um mercado que está em constante mudança, é preciso ofertar soluções inovadoras ao mercado, atendendo às necessidades do consumidores. Para gerar inovações alinhadas às estratégias empresariais são necessários processos de coordenação das atividades dos diferentes setores da empresa, em outras palavras, é preciso que seja desenvolvido um processo de inovação na organização. Na última década o design thinking vem sendo utilizado para promover a inovação nas organizações, neste contexto, surge o questionamento se a área realmente contribui para gerar inovação e se abrange toda a gama de tipos de inovação. Com isso, o objetivo do trabalho é caracterizar o design thinking como um modelo de inovação. A pesquisa tem caráter teórico conceitual, através do desenvolvimento de uma revisão da literatura sobre inovação, e análise de publicações com dados empíricos sobre design thinking. A análise dos dados empíricos evidenciou que o design thinking é indicado para inovações abertas, sendo possível gerar inovações de várias naturezas (radical, semirradical e incremental) e tipos (produto, serviço, processo, organizacional e de marketing). A pesquisa concluiu, com base nos requisitos essenciais de um processo de inovação e nas principais características de um modelo de inovação, que o design thinking pode ser caracterizado como um modelo de inovação.