Abstract
Factors such as competitiveness, survival and innovation lead organizations to seek quality in their processes, seeking to deliver products that meet the customer expectations. Concerns about ways of to measure this attribute, especially in the service literature, are frequent. The aim of this research was to delimit, to explore and categorize the intellectual theoretical apparatus that supports the field (intellectual basis), from the topic of quality in services through a bibliometric analysis. The results demonstrate two connected networks, the first one centered in the study of Cronin and Taylor (1992) and other on Parasuraman, Zeithaml and Malhotra (2005). The analysis of the first network allows identifying a field initially formed by debates that arise around the service quality measurement tools. The categorization of studies according to their contexts/objectives allows classifying them as: Defenders, opponents, guiding and visionaries ; showing the evolution of the field and a discourse around the Servqual. DOI: 10.53706/gep.v.23.6687
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