The State of Research Methods in Quality Management Systems in the Service Sector: A Systematic Literature Review
Keywords:
research methods, quality management systems, service sectorAbstract
This article presents a systematic literature review on quality management systems (QMS) in the service sector, focusing on research methodologies and the conclusions drawn from empirical studies. Fifty peer-reviewed articles from Scopus and Web of Science databases were analysed and classified according to their research methods and data collection and analysis techniques. The findings reveal a prevalence of quantitative approaches, although qualitative and mixed methods are also used. The study provides a comprehensive overview of applied research strategies – case studies, grounded theory and survey-based studies – highlighting their advantages, limitations and suitability for different research objectives. This paper aims to support researchers and practitioners by offering guidance in selecting appropriate research methodologies for studying QMS in service-oriented organisations. Additionally, the study identifies dominant trends, methodological gaps and directions for future research in this field.
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