Quality attributes in services for social community centres: a systematic review of the literature

Bruna Keila Macieira Santos, Pablo Aurélio Lacerda de Almeida Pinto and Fagner José Coutinho de Melo

International Journal of Services and Operations Management, 2024, vol. 49, issue 2, 137-160

Abstract: This paper aims to identify the dimensions and attributes for assessing the quality of services in community social centres through a systematic review of the literature. A systematic review of the literature was conducted using the Web of Science and Scopus databases, with a timeframe from 2017 to 2021. The search results showed a compendium of 23 relevant papers. The results point to different approaches that highlight the importance of the theme, helping to identify an important gap in the literature. Ten dimensions and 43 relevant attributes were listed, with appropriate framing for the research. This paper contributes with significant information for public agents, civil society, and educators, encouraging a sequence of research on the subject in search of strengthening, expanding such initiatives.

Keywords: quality assessment; public and social services; community centres; multiservice education; citizenship centres; SERVQUAL. (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:49:y:2024:i:2:p:137-160

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