OS ENCONTROS DE SERVIÇO DE DEFICIENTES VISUAIS EM INSTITUIÇÕES DE ENSINO SUPERIOR/SERVICE ENCOUNTERS OF VISUALLY IMPAIRED IN HIGHER EDUCATION INSTITUTIONS

The paper has the objective to understand the appreciation of students with visual disabilities about service encounters with secretariat staffand professors in Higher Education Institutions. 10 semi-structured interviews face-to-face were conducted with visually impaired university students. Data were collected through the Critical Incident Technique and analyzed according to the content analysis. It was concluded that the negative valuation of the students is a process begun during the enrollment of students and enhanced in others service encounters. It was also noted that advances in legislation and increased enrollment does not guarantee the students inclusion in HEIs because consumer vulnerability experiences resulted from lack of training and prejudgment of the secretariat staffand professors, who mistook visual impairment with other disabilities and increased the scores of students with disabilities without justification, respectively.