Brandão, Pamela de MedeirosCampos, Daniel Cavalcanti Fernandes2017-07-142017-07-142017-03-24CAMPOS, Daniel Cavalcanti Fernandes. Um modelo referencial para gestão da qualidade dos serviços da Feira de Ciência, Tecnologia e Cultura da UFRN (CIENTEC). 2017. 104f. Dissertação (Mestrado Profissional em Gestão Pública) - Centro de Ciências Sociais Aplicadas, Universidade Federal do Rio Grande do Norte, Natal, 2017.https://repositorio.ufrn.br/jspui/handle/123456789/23622This Intervention Project aims at a new reference model for managing the quality of the services offered by the Science, Technology and Culture Fair of the Federal University of Rio Grande do Norte (CIENTEC), including a benchmarking instrument and application procedures. To do so, it has the following specific objectives: describe CIENTEC's current model of service quality management; Identify attributes of the quality of services most important for the evaluation of a Science Fair; Develop a research tool based on validated attributes for the evaluation of the quality of CIENTEC services; Propose an array of opportunities, for guidance, for managers to make interventions; Guidelines for the application of the proposed model. The proposal adopted action research as a research strategy allowing the identification and validation of quality attributes, through seminars, with the managers of CIENTEC; As well as the definition of the meeting of services. A pilot test was also held with visitors to the fair. As a result, QualiCIENTEC presents a new management model for CIENTEC evaluation and the guidelines for its application.Acesso AbertoGestão da qualidadeQualidade de serviçoCIENTECQualiCIENTECFeira de ciênciasmasterThesisCNPQ::CIENCIAS SOCIAIS APLICADAS: GESTÃO PÚBLICA