%0 Journal Article %T Um Estudo Qualitativo da Excel¨ºncia em Servi os Em Uma TV por Assinatura %A S¨ªlvio Ceroni da Silva %A Jos¨¦ Luis Duarte Ribeiro %J Revista Produ£¿£¿o Online %D 2002 %I %X This paper presents results of a qualitative research performed in a cable TVcompany, which operates in the three states of the south of Brasil. Initially, a modelfor excellence in services, used as a reference for the whole analysis, is presented.Next, based on interviews carried out with executives of different areas of thecompany, a comparison between the proposed model and the practices adopted bythe company is presented. The study allowed the identification of how the companyanswers to each block of the model. %K Services quality %K services %K qualitative research %U http://www.producaoonline.ufsc.br/v02n01/artigos.php