Servqual e Servperf: Interesse Acadêmico Internacional em Anos Recentes.

The purpose of this article is to seek to know if the intrinsic characteristics of SERVQUAL and SERVPERF are responsible for the choice of these instruments for measuring quality in services by the academic community of Administration. To this end, a survey was conducted with the sample extracted from the Emerald database of articles published between the years 2012 and 2021. The result showed that there is a clear preference for SERVQUAL over SERVPERF, and the analysis of the justifications offered by the authors indicated that this preference derives only from the popularity of the first instrument. In conclusion, it was placed that this behavior would refer to the preference for staying in methodological comfort zones by researchers in Administration, to increase the chances of acceptance/publication of their studies. [ABSTRACT FROM AUTHOR]