A gamificação no âmbito dos serviços: scoping review

Gamification, an innovative technological approach, has been increasingly used as a way to motivate the adoption of beneficial behaviors in users. The area of knowledge related to gamification applied to the context of services may translate into diverse benefits - personal, social, organizational, among others - and, as such, it is necessary to systematically and rigorously map the scientific production underlying this theme. As for the method, this article was based on a scoping review approach, analyzing the data through two applications - VOSViewer and Citespace - and starting from metrics made available by the Web of Science. Based on this, a bibliometric analysis encompassing several parameters was performed. It was concluded that scientific research on gamification and services is still at a very early stage of development. The analysis provided indicators that suggest that gamification is on a growth and expansion trajectory with respect to its application in services, with particular emphasis on health and education services. Finland seems to be the country that stands out most in terms of scientific production in this area.