COMPETITIVIDADE E QUALIDADE PERCEBIDA: OS SISTEMAS DE GESTÃO ELETRÔNICA DE DOCUMENTOS COMO fERRAMENTA PARA VANTAGEM COMPETITIVA

• Ano de defesa: 2005
• Autor(a) principal: Monteiro, Mauricio Bertelli de Castro
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Programa de Pós-graduação em Sistemas de Gestão; Segurança do Trabalho, Meio-ambiente, Gestão pela Qualidade Total
• Palavras-chave em Português: Competitividade, Estabilidade Dinâmica, Qualidade Percebida, Gestão Eletrônica de Documentação, Tecnologias GED.; CNPQ::ENGENHARIAS::ENGENHARIA DE PRODUCAO
• Link de acesso: https://app.uff.br/riuff/handle/1/20816

The main objective of this work is to verify if the Electronic Document Management technologies increase the competitive advantage of the companies that use them and how the users and suppliers understand the perceived quality of these technologies. To analyze the competitive advantage it was used as theoretical background the Joseph Pine's Dynamic Stability Model and Michael Porter's Competitive Advantage Model. To analyze the perceived quality it was used the Zeithaml et all's ServQual model. The research was based on the following groundworks: a) the context of the document management in the modern enterprises; b) to consider, as a whole, the Electronic Document Management technologies in the analyze of the competitive advantage; and e) to take in account, as a whole, the services provided from the suppliers of these Electronic Document Management to analyze the Perceived Quality. The hypotheses raised in the research are: 1) the enterprises searching for a competitive advantage are using the Electronic Document Management technologies to achieve a better strategic position compared to his competitors; 2) there are differences among the user perception and expectation of the companies using the Electronic Document Management technologies related to suppliers' service quality of these technologies; 3) there are differences among the users expectations of the quality services provided by the suppliers and the suppliers' perceptions of the users expectations; and 4) users and suppliers ofElectronic Document Management technologies assign the same importance for every quality services evaluation dimension of the Electronic Document Management.