Purpose This study aims to find evidence of the HEdPERF scale use for measuring the perceived service quality from the perspective of students in higher education institutions (HEIs) worldwide. Design/methodology/approach A systematic review of the literature was conducted to find evidence of the scale use in articles published between January 2005 and May 2017, according to databases Emerald, SciELO, Scopus, Web of Science, and Wiley Online Library. The articles were searched on the databases on Jun 17, 2017 and at the end of the selection of articles, were kept 12 distinct documents. Findings The articles found pointed towards classic SERVQUAL and SERVPERF scales as being well substantiated for measuring perceived service quality. The HEdPERF scale was applied in articles about perceived service quality in HEI in studies in Brazil, China, Croatia, India, Malaysia, Portugal, Sri Lanka and Turkey. Originality/value The paper attempts to gather some articles on the measurement of service quality in higher education institutions, by the HEdPERF scale use. This study indicates that SERVPERF scale can also be an appropriate model to measure service quality in HEI context, that is, it is not yet possible to defend a single instrument as a standard for this purpose.

This study validates the adaptation of a loyalty scale for the library scenario and recovers the hierarchical nature of the perceived service quality (PSQ) by operationalizing it as a second‐order level construct, composed by the determinants of service quality (DSQ) identified by Parasuraman, Zeithaml, and Berry in 1985. Our hypothesis was that DSQ are distinct and complementary dimensions, in opposition to the overlapping of DSQ proposed in the SERVQUAL and LibQUAL+® models. In addition, the influence of PSQ on user loyalty (UL) was investigated. Using structural equation modeling, we analyzed the survey data of 1,028 users of a network of academic libraries and report 2 main findings. First, it was shown that the 10 DSQ are statistically significant for the evaluation of PSQ. Second, we demonstrated the positive effect of PSQ for UL. The model presented may be used as a diagnostic and benchmarking tool for managers, coordinators, and librarians who seek to evaluate and/or assess the quality of the services offered by their libraries, as well as to identify and/or manage the loyalty level of their users.

Resumo Cada vez mais as empresas buscam maneiras de aprimorar seus serviços para conseguirem competir diante de novos mercados. Uma maneira utilizada para melhorar a qualidade e a segurança dos serviços é a chamada computação em nuvem, que está sendo adotada por empresas de TI. Esta pesquisa teve como objetivo apresentar um modelo para avaliar a Satisfação, Lealdade e Intenção de Uso de serviços de computação em nuvem no mercado de vídeos online, por meio de um estudo com consumidores da empresa Netflix. A metodologia utilizada foi quantitativa e os dados foram analisados por meio de modelos de equações estruturais. A pesquisa fornece informações relevantes sobre o comportamento dos indivíduos nesse mercado, evidenciando fatores que levam à Satisfação, Lealdade e Intenção de Uso, contribuindo com os pesquisadores da área. .

Feminism is a social and political movement that fights systems that create inequalities which underpin the strata related to women, fighting racism, class oppression and patriarchalism. Recently, many women sought internet as means of expression and claim, and through it they held campaigns of national and international impact, disseminating information using the hashtags #meuamigosecreto (#mysecretsanta) and #meuprimeiroassédio (#myfirstharassment), through which women denounced situations of various types of harassment they have experienced. The aim of this study was to identify which are the elements that influence the intention of women’s participation in online feminist movements. It was held a survey with 185 women who took part in the #meuamigosecreto campaign. The methodology used was quantitative and data were analyzed by structural equation models. The study showed a robust model with high explanatory value. The results indicate that the Attitude toward the behavior, Subjective Norm, and Perceived Behavioral Control positively influence in the Intention of Participation in online feminist movements, and that the Intention directly influences on effective Participation. In addition, the tests indicate there is a significant difference between the perceptions of young and adult women. The survey provides relevant information for better understanding of feminist movements online, demonstrating that the participants believe that the campaigns strengthen the feminist movement, assist in raising awareness of men about their macho attitudes, can result in a decrease of cases of violence against women and can contribute to the debate on violence against women.

This teaching case reflects the strategic choices of the Fleury Group in the face of the Brazilian economic scenario and the particularities of the private health services sector in Brazil. The teaching case invites the reader to reflect on challenges related to a strategic orientation for profitability, growth, or both. The Fleury Group serves as a rich source of information for academic analysis, especially about business strategy and organizational ambidexterity. Thus, this teaching case can be used in executive programs and graduate programs (specialization or leading to a Ph.D.), in themes related to strategy and innovation.