QUALITY MANAGEMENT IN SERVICES VERSUS PRODUCTS

Abstract

This study analyzed quality management in services and products, highlighting their convergences and divergences based on a rigorous bibliographic review. The research showed that in services, quality is strongly influenced by intangible factors such as customer perception, the experience during service delivery, and the trust built through interpersonal relationships, while in products, quality remains linked to objective metrics, technical compliance, and process standardization. The investigation demonstrated that, despite their differences, both sectors share the need to adopt strategies of continuous improvement, innovation, and human engagement as central pillars. Leadership was identified as a key element in aligning organizational policies and culture with the practice of excellence, turning quality management into a strategic tool of institutional legitimacy. The study concludes that the integration between products and services, intensified by technological transformations and the increasing value of consumer experience, requires more sophisticated and flexible management systems capable of articulating tangible and intangible dimensions to deliver comprehensive solutions.