how reimbursement decisions are reached. Overall, POs felt their contributions to HTAs were under-valued. Conclusions: This research shows that patient engagement in HTAs is relatively low, even for large, well-resourced POs. Engagement could be improved if POs were provided with further supports including increased training, better communication channels with assessment bodies, and increased transparency regarding how patient submissions are weighted in the overall HTA submission process.

This paper intends to analyze the moderate effect of organizational analytics capabilities in the development and service delivery processes, using as reference the gaps described in the Service Quality Model developed by Parasuraman, Zeithaml and Berry (1985). As a result of the analysis, five theoretical propositions were proposed, which elucidate the existing relationships between analytics capabilities and the Service Quality Model gaps, in order to generate future empirical research.