Incidentes Críticos e Qualidade em Serviços Educacionais: a metáfora do drama

AUTOR(ES)
DATA DE PUBLICAÇÃO

2009

RESUMO

This thesis investigated the perceived quality of educational services, based on the drama metaphor in services (GROVE; FISK, 1992) and the critical incident technique (FLANAGAN, 1954). Thus, a methodology adopted is qualitative in nature, using interviews and content analysis. The objective was to identify with the main actors of the operation of educational services, the critical incidents for the quality of education in UFAMs Business Administration. The importance of assessing quality in this specific sector, is justified by its importance for society and the lack of academic studies that address the issue from the perspective used here. Was found, although most students interviewed demonstrated dissatisfaction with the absences and the disinterest of some teachers, there is a good perspective about Business Administration course in regard to job opportunities. Add that the main problems raised by students are very relevant to academic, because dealing with one of the main actors of the education: the teacher.

ASSUNTO(S)

incidentes críticos administracao the critical incident technique qualidade em serviços serviços educacionais drama metaphor metáfora do drama educational services quality education in business administration

ACESSO AO ARTIGO

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