Qualidade do serviço na indústria de locação de automóveis: uma revisão de literatura / Service quality in car rental industry: a literature review
DOI:
https://doi.org/10.34140/bjbv3n1-069Palavras-chave:
melhoria da qualidade, carsharing, satisfação do cliente, servqual, gestão da qualidade total.Resumo
Os objetivos deste trabalho são identificar e sistematizar artigos por meio de uma revisão da literatura sobre a qualidade do serviço no setor de locação de automóveis e sugerir oportunidades de pesquisas futuras. Para isso, foi utilizada a metodologia de revisão estruturada da literatura a partir da base de dados scopus e web of science para identificar os artigos que abordaram as técnicas e variáveis utilizadas para melhoria da qualidade do serviço de aluguel de carros. A pesquisa retornou 38 artigos, classificados e categorizados em quatro categorias: país, método de pesquisa, partes interessadas e melhoria da qualidade. Os resultados mostram que os instrumentos servqual e rentqual podem ser usados para avaliar a qualidade do serviço deste setor. Além disso, a reputação da marca, a qualidade do serviço online e o treinamento dos funcionários da "linha de frente" constituem uma arma poderosa para melhorar a qualidade percebida pelo cliente. Apesar do volume de trabalhos encontrados, avanços na literatura ainda são necessários, principalmente na prática de aluguel de carros elétricos, que são tendências da indústria. Finalmente, este trabalho contribui para fornecer oportunidades de pesquisa futuras para melhorar continuamente a qualidade da indústria de aluguel de carros.
Referências
AGARWAL, R.; VENKATESH, V. Assessing a firm's web presence: A heuristic evaluation procedure for the measurement of usability. Information Systems Research, v. 13, n.2, p. 168-186, 2002.
AHN, J.; PARK, J. Product-to-service extension: The impact of brand equity on upscaled service. Human Factors and Ergonomics in Manufacturing, v. 26, n. 6, p. 728-739, 2016.
BANISTER, D., ANDERTON, K.; BONILLA, D, GIVONI, M.; SCHWANEN, T. Transportation and the Environment. Annual Review of Environment and Resources v. 36, n. 1, p. 247-270, 2011.
CAHILL, R. F. Rental car diagnostic techniques. SAE Technical Papers, doi:10.4271/720234, 1972.
CARRILLAT, F. A.; JARAMILLO, F.; MULKI, J. P. The validity of the SERVQUAL and SERVPERF scales: A meta-analytic view of 17 years of research across five continents. International Journal of Service Industry Management, v. 18, n. 5, p. 472-490, 2007.
DE CAMARGO FIORINI, P.; JABBOUR, C. J. C. Information systems and sustainable supply chain management towards a more sustainable society: Where we are and where we are going. International Journal of Information Management, v. 37, n. 4, p. 241-249, 2017.
DELEUIL, J.; BARBEY, E.; SINTÈS, A. Giving up vehicle ownership in the city: Digital mobility and neighborhood life. Flux, v. 108, n. 2, p. 80-87, 2017.
EKIZ, E. H., ARASLI, H.; BAVIK, A. RENTQUAL: A new measurement scale for car rental services. Tourism, v. 57, n. 2, p. 135-153, 2009.
EKIZ, E. H.; BAVIK, A. Scale development process: Service quality in car rental services. Electronic Journal of Business Research Methods, v. 6, n. 2, p. 133-146, 2008.
EMEKCI, F.; SAHIN, O. D.; AGRAWAL, D.; EL ABBADI, A. A peer-to-peer framework for web service discovery with ranking. Paper presented at the Proceedings - IEEE International Conference on Web Services, p. 192-199, 2004.
HALLAK, R., ASSAKER, G., EL-HADDAD, R. Re-examining the relationships among perceived quality, value, satisfaction, and destination loyalty: A higher-order structural model. Journal of Vacation Marketing, v. 24, n. 2, p. 118-135, 2018.
HUI, Y.; WANG, M. Consuming demand incentive of potential carsharing users and its developing policy take shanghai as a case study. Paper presented at the 2010 International Conference on Intelligent Computation Technology and Automation, ICICTA 2010, v. 1, p. 1031-1034, 2010.
JABBOUR, C. J. C. Environmental training in organisations: From a literature review to a framework for future research. Resources, Conservation and Recycling, v. 74, p. 144-155, 2013.
KARMARKAR, U. Will you survive the services revolution? Harvard Business Review, v. 82, n. 6, p. 100-107, 2004.
KIM, M. A systematic literature review of the personal value orientation construct in hospitality and tourism literature. International Journal of Hospitality Management, v. 89, 2020.
KRISHNA, A. A process oriented approach to model non-functional requirements proposition extending UML. Paper presented at the SEKE 2011 - Proceedings of the 23rd International Conference on Software Engineering and Knowledge Engineering, p. 736-739, 2011.
LAGE, M. L.; GODINHO FILHO, M. Variations of the Kanban system: Literature review and classification. International Journal of Production Economics, v. 125, n. 1, p. 13–21, 2010.
MARIANO, E. B.; SOBREIRO, V. A.; DO NASCIMENTO REBELATTO, D. A. Human development and data envelopment analysis: A structured literature review. Omega, v. 54, p. 33–49, 2015.
MIAO, R.; CAO, J.; ZHANG, K.; CHEN, B.; JIANG, Z.; WANG, L. Value-added path of service-oriented manufacturing based on structural equation model: The case of electric car rental for instance. International Journal of Production Research, v. 52, n. 18, p. 5502-5513, 2014.
MOISESCU, O. L. From perceptual corporate sustainability to customer loyalty: A multi-sectorial investigation in a developing country. Economic Research, v. 31, n. 1, p. 55-72, 2018.
MORGAN, J. R. I. Growing negative services. MIT Sloan Management Review, v. 47, n. 3, p. 69, 2006.
NEW, S. Multimedia for international operations: A case study. International Journal of Operations and Production Management, v. 23, n. 1, p.125-137, 2003.
OLA, D. C. An overview of customer complaints in car rental Activities from Romania. Bulletin of the Transylvania University of Brasov. Forestry, Wood Industry, Agricultural Food Engineering. Series II, v. 9, n. 2, p. 117-124, 2016.
PAPON, F.; HIVERT, L. Adulterous behaviour within the car-owner couple: Some analyses from French panel data on car rental and car sharing within households. IATSS Research, v. 32, n. 2, p. 6-15, 2008.
SHAHID, S.; AL MAHMUD, A.; MUBIN, O. Video-conferencing in e-commerce website: effect on perceived service quality and trust. In Human-Computer Interaction. Springer, Cham, p.616-620, 2015.
TAYLOR, A. Top box: Rediscovering customer satisfaction. Business Horizons, v.46, n. 5, p.3-14, 2003.
TSAI, M.; CHUANG, L.; CHEN, C.; CHAO, H. The research on the relationship among service innovation, normative evaluation, service quality and customer satisfaction - A case study of Taiwan car-rental carrier. Journal of Quality, v. 17, n. 3, p.207-227, 2010.
ULKER-DEMIREL, E.; CIFTCI, G. A systematic literature review of the theory of planned behavior in tourism, leisure and hospitality management research. Journal of Hospitality and Tourism Management, v. 43, p. 209-219, 2020.
UNWTO. Unwto world tourism barometer, world tourism organization. Available in: <https://www.e-unwto.org/doi/pdf/10.18111/9789284419029>. Acess in 1 May 2020.
VENKATESH, V.; AGARWAL, R. Turning visitors into customers: A usability-centric perspective on purchase behavior in electronic channels. Management Science, v. 52, n.3, p.367-382, 2006.
VIRIYASITAVAT, W. Multi-criteria selection for services selection in service workflow. Journal of Industrial Information Integration, v. 1, p.20-25, 2016.
WILHELMS, M.; HENKEL, S.; FALK, T. To earn is not enough: A means-end analysis to uncover peer-providers’ participation motives in peer-to-peer carsharing. Technological Forecasting and Social Change, v. 125, p.38-47, 2017.
YOON, T.; CHERRY, C. R. Electric vehicle sharing demand estimation - A case study of Beijing, China. Paper presented at the 28th International Electric Vehicle Symposium and Exhibition 2015.
ZHANG, M.; XIE, Y.; HUANG, L.; HE, Z. Service quality evaluation of car rental industry in China. International Journal of Quality and Reliability Management. v. 31, n. 1; p. 82-102, 2014.
