This article analyzes the relationship between the importance of attributes for service quality and the tolerance zone between the desired and the minimum acceptable levels for customer expectations. The empirical study, conducted with 500 students, fast food customers, confirms that, as the importance of attributes increases, the tolerance zone gets closer and higher.

No abstract

No âmbito educacional, diversas metodologias de ensino vêm sendo utilizadas para melhorar a qualidade, o comprometimento e a retenção de alunos. Perante o exposto, este estudo tem como objetivo analisar as relações da inovação, qualidade, comprometimento e retenção em seis Instituições de Ensino Superior. A metodologia utilizada foi uma pesquisa quantitativa e descritiva, por meio da análise de seis hipóteses de pesquisa, as quais foram testadas pela modelagem de equações estruturais. Os resultados indicam que as inovações no ensino superior, expressas por meio de metodologias ativas de aprendizagem, contribuem para a qualidade e comprometimento, desta forma as instituições de ensino podem obter a permanência dos alunos.

No abstract

The research centred on mapping an international production about entrepreneurial and innovative strategies, in the time search period from 2008 to 2018. It comprises a bibliometric research performed in the Web of Science database. By analysing such works, concepts of entrepreneurial strategy and models, types, trends and gaps related to the entrepreneurial strategy and the innovative strategy were observed. The following study trends can be emphasised: innovation, internationalisation, family companies, entrepreneurship, innovative strategies, social responsibility, environmental innovation, among others; and gaps such as the investigation on the relationship between the attributes of top management and the development of entrepreneurial strategies; the verification of a new scale in order to improve the instrument measurement between cultures; the collection of macroeconomic data in order to develop a broad model of evaluation to develop effective strategies in the current market and environmental innovation in the company’s global strategy.