ABSTRACT
The perception of quality of services provided may impact customer loyalty, thus favoring the competitive advantage of organizations and based on that, knowledge which is transferred from customers to employees. Taking this into consideration, the general goal of this study was the analysis of relationships between the perceived reliability of customers of providing healthcare services organizations with the perception of tangible knowledge transfer based on the interaction, leading to knowledge transition with staff. The study is of a quantitative nature, carried out by means of a survey of health service care providers in Brazil, based on the analysis of correlation and multiple linear regression. The model used was adapted from Gomes (2013). The results showed that the tangible knowledge is positively related to clients’ reliability and interaction leading to knowledge transition with the health care service providers is positively related to it. Suggestions for future studies involve the application of the survey in different countries. The practical implications involve knowledge of aspects promoting the perception of quality of healthcare services by clients. In other words, considering the context of the COVID-19 pandemic we live in, a disease caused by the SARS-COV2 virus, health care must take into account the quality of interpersonal relationships and the use of adequate tangible knowledge, aiming to foster the perception of trust in clients / patients.
