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

Authors: Bruna Keila Macieira Santos; Pablo Aurélio Lacerda de Almeida Pinto; Fagner José Coutinho de Melo

Addresses: Mestrado em Desenvolvimento Local Sustentável, Universidade de Pernambuco, Av. Gov. Agamenon Magalhães – Santo Amaro, 50100-010, Recife, Pernambuco, Brazil ' Mestrado em Desenvolvimento Local Sustentável, Universidade de Pernambuco, Av. Gov. Agamenon Magalhães – Santo Amaro, 50100-010, Recife, Pernambuco, Brazil ' Mestrado em Desenvolvimento Local Sustentável, Universidade de Pernambuco, Av. Gov. Agamenon Magalhães – Santo Amaro, 50100-010, Recife, Pernambuco, Brazil

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.

DOI: 10.1504/IJSOM.2024.141992

International Journal of Services and Operations Management, 2024 Vol.49 No.2, pp.137 - 160

Received: 22 Mar 2022
Accepted: 10 Jul 2022
Published online: 07 Oct 2024 *

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