Qualidade Centrada nos clientes e conhecimento organizacional: aplicação em serviços de informação

This theoretical study is the result of bibliographical research and was endeavored with the purpose of presenting a discussion about the contribution of quality oriented to information service customers. It intends to build an organizational knowledge basis for these services based on quality concepts presented by Parasuraman, Zeithaml and Berry and their assessment methodology for quality services – SERVQUAL, followed by Garvin’s Knowledge Building-blocks concept. This concept shows that the convergence point of the management tools at hand given to their management nature and the quality being focused on the customers are indeed capable of performing as a support tool to Knowledge Management. It advocates that the aggregate number of endeavors expand the frontiers of management, thereby helping both to build organizational knowledge that leads to competitive edge and to the continuous improvement of information service