PROFESSIONAL SERVICES REDESIGN: A CHALLENGE TO NEW SERVICE DEVELOPMENT MODELS
Autor(a) principal: | |
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Data de Publicação: | 2015 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Brazilian Journal of Operations & Production Management (Online) |
Texto Completo: | https://bjopm.org.br/bjopm/article/view/V12N1A4 |
Resumo: | Service industry researchers argue that one of the core competences for a successful service company consists in its ability to change, innovate and incorporate new technologies in its production process. Most of the studies developed in theses area are focused mainly in mass service or service-shop industries. It’s not very well discussed that some of the NSD challenges are related to the difficult to anticipate and incorporate in the NSD process and in the new service’s specifications the influences of its own characteristics: intangibility, heterogeneity, inseparability and perishability. For instance, the users’ role as co-producer of service process can result in additional variability and unpredictability of demands and tasks that may affect significantly the delivery process; front-line personnel may be empowered to change some services’ specification to achieve specific client’s need. These paper aims to discuss how a new professional service can be affected by it own characteristics and it reveals the main obstacles that hinder the redesign of professional services. |
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Brazilian Journal of Operations & Production Management (Online) |
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PROFESSIONAL SERVICES REDESIGN: A CHALLENGE TO NEW SERVICE DEVELOPMENT MODELSservice operations managementinnovationnew service developmentService industry researchers argue that one of the core competences for a successful service company consists in its ability to change, innovate and incorporate new technologies in its production process. Most of the studies developed in theses area are focused mainly in mass service or service-shop industries. It’s not very well discussed that some of the NSD challenges are related to the difficult to anticipate and incorporate in the NSD process and in the new service’s specifications the influences of its own characteristics: intangibility, heterogeneity, inseparability and perishability. For instance, the users’ role as co-producer of service process can result in additional variability and unpredictability of demands and tasks that may affect significantly the delivery process; front-line personnel may be empowered to change some services’ specification to achieve specific client’s need. These paper aims to discuss how a new professional service can be affected by it own characteristics and it reveals the main obstacles that hinder the redesign of professional services.Brazilian Association for Industrial Engineering and Operations Management (ABEPRO)2015-06-30info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionPeer-reviewed Articleconceptualapplication/pdfhttps://bjopm.org.br/bjopm/article/view/V12N1A410.14488/BJOPM.2015.v12.n1.a4Brazilian Journal of Operations & Production Management; Vol. 12 No. 1 (2015): June, 2015; 40-472237-8960reponame:Brazilian Journal of Operations & Production Management (Online)instname:Associação Brasileira de Engenharia de Produção (ABEPRO)instacron:ABEPROenghttps://bjopm.org.br/bjopm/article/view/V12N1A4/BJOPMV12N1A4Copyright (c) 2015 Brazilian Journal of Operations & Production Managementinfo:eu-repo/semantics/openAccessQuaggio, Frederico MedeirosSilva, Marcia Terra2021-07-13T14:15:30Zoai:ojs.bjopm.org.br:article/115Revistahttps://bjopm.org.br/bjopmONGhttps://bjopm.org.br/bjopm/oaibjopm.journal@gmail.com2237-89601679-8171opendoar:2023-03-13T09:45:04.808996Brazilian Journal of Operations & Production Management (Online) - Associação Brasileira de Engenharia de Produção (ABEPRO)false |
dc.title.none.fl_str_mv |
PROFESSIONAL SERVICES REDESIGN: A CHALLENGE TO NEW SERVICE DEVELOPMENT MODELS |
title |
PROFESSIONAL SERVICES REDESIGN: A CHALLENGE TO NEW SERVICE DEVELOPMENT MODELS |
spellingShingle |
PROFESSIONAL SERVICES REDESIGN: A CHALLENGE TO NEW SERVICE DEVELOPMENT MODELS Quaggio, Frederico Medeiros service operations management innovation new service development |
title_short |
PROFESSIONAL SERVICES REDESIGN: A CHALLENGE TO NEW SERVICE DEVELOPMENT MODELS |
title_full |
PROFESSIONAL SERVICES REDESIGN: A CHALLENGE TO NEW SERVICE DEVELOPMENT MODELS |
title_fullStr |
PROFESSIONAL SERVICES REDESIGN: A CHALLENGE TO NEW SERVICE DEVELOPMENT MODELS |
title_full_unstemmed |
PROFESSIONAL SERVICES REDESIGN: A CHALLENGE TO NEW SERVICE DEVELOPMENT MODELS |
title_sort |
PROFESSIONAL SERVICES REDESIGN: A CHALLENGE TO NEW SERVICE DEVELOPMENT MODELS |
author |
Quaggio, Frederico Medeiros |
author_facet |
Quaggio, Frederico Medeiros Silva, Marcia Terra |
author_role |
author |
author2 |
Silva, Marcia Terra |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Quaggio, Frederico Medeiros Silva, Marcia Terra |
dc.subject.por.fl_str_mv |
service operations management innovation new service development |
topic |
service operations management innovation new service development |
description |
Service industry researchers argue that one of the core competences for a successful service company consists in its ability to change, innovate and incorporate new technologies in its production process. Most of the studies developed in theses area are focused mainly in mass service or service-shop industries. It’s not very well discussed that some of the NSD challenges are related to the difficult to anticipate and incorporate in the NSD process and in the new service’s specifications the influences of its own characteristics: intangibility, heterogeneity, inseparability and perishability. For instance, the users’ role as co-producer of service process can result in additional variability and unpredictability of demands and tasks that may affect significantly the delivery process; front-line personnel may be empowered to change some services’ specification to achieve specific client’s need. These paper aims to discuss how a new professional service can be affected by it own characteristics and it reveals the main obstacles that hinder the redesign of professional services. |
publishDate |
2015 |
dc.date.none.fl_str_mv |
2015-06-30 |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Peer-reviewed Article conceptual |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://bjopm.org.br/bjopm/article/view/V12N1A4 10.14488/BJOPM.2015.v12.n1.a4 |
url |
https://bjopm.org.br/bjopm/article/view/V12N1A4 |
identifier_str_mv |
10.14488/BJOPM.2015.v12.n1.a4 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
https://bjopm.org.br/bjopm/article/view/V12N1A4/BJOPMV12N1A4 |
dc.rights.driver.fl_str_mv |
Copyright (c) 2015 Brazilian Journal of Operations & Production Management info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Copyright (c) 2015 Brazilian Journal of Operations & Production Management |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Brazilian Association for Industrial Engineering and Operations Management (ABEPRO) |
publisher.none.fl_str_mv |
Brazilian Association for Industrial Engineering and Operations Management (ABEPRO) |
dc.source.none.fl_str_mv |
Brazilian Journal of Operations & Production Management; Vol. 12 No. 1 (2015): June, 2015; 40-47 2237-8960 reponame:Brazilian Journal of Operations & Production Management (Online) instname:Associação Brasileira de Engenharia de Produção (ABEPRO) instacron:ABEPRO |
instname_str |
Associação Brasileira de Engenharia de Produção (ABEPRO) |
instacron_str |
ABEPRO |
institution |
ABEPRO |
reponame_str |
Brazilian Journal of Operations & Production Management (Online) |
collection |
Brazilian Journal of Operations & Production Management (Online) |
repository.name.fl_str_mv |
Brazilian Journal of Operations & Production Management (Online) - Associação Brasileira de Engenharia de Produção (ABEPRO) |
repository.mail.fl_str_mv |
bjopm.journal@gmail.com |
_version_ |
1797051460011163648 |