Three Integrating Service Management Models: A Comparative on Methodological Criteria

Detalhes bibliográficos
Autor(a) principal: da Silva, Jussara Goulart
Data de Publicação: 2016
Outros Autores: Urdan, André Torres
Tipo de documento: Artigo
Idioma: por
Título da fonte: REMark - Revista Brasileira de Marketing
Texto Completo: https://periodicos.uninove.br/remark/article/view/12161
Resumo: Market-oriented service delivery is a challenge for organizations around the world, whose solution involves the articulation of several disciplines. In this line, three models of service management stand out, by their integrative nature, in the literature: of Hiatus, of Stages-Gate in Services and of Multi-Service Design Services. There remains to be known about the pattern of each of them as theoretical conception. Thus, a preliminary comparative evaluation of the three models was performed according to meteorological criteria. The results suggest that they all have merit but are in distinct stages of theoretical consolidation. Even the more seduced Hiatus claims compliment. The Multi-Service Design Service is the most lacking in enhancement. In the stage in which these stages are found, some indications for practical applications are attached to each model. The improvement of the outlook depends on more and more research, also in Brazil.
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spelling Three Integrating Service Management Models: A Comparative on Methodological CriteriaTrês Modelos Integrativos de Gestão de Serviços: Um Comparativo sob Critérios MetateóricosServices; Models; Perceived quality; Metateoria.Serviços; Modelos; Qualidade percebida; Metateoria.Market-oriented service delivery is a challenge for organizations around the world, whose solution involves the articulation of several disciplines. In this line, three models of service management stand out, by their integrative nature, in the literature: of Hiatus, of Stages-Gate in Services and of Multi-Service Design Services. There remains to be known about the pattern of each of them as theoretical conception. Thus, a preliminary comparative evaluation of the three models was performed according to meteorological criteria. The results suggest that they all have merit but are in distinct stages of theoretical consolidation. Even the more seduced Hiatus claims compliment. The Multi-Service Design Service is the most lacking in enhancement. In the stage in which these stages are found, some indications for practical applications are attached to each model. The improvement of the outlook depends on more and more research, also in Brazil.A prestao de servios orientada pelo mercado um desafio para organizaes ao redor do mundo, cuja soluo passa pela articulao de diversas disciplinas. Nessa linha, trs modelos de gesto de servios sobressaem, pela natureza integrativa, na literatura: de Hiatos, de Estgio-Porto em Servios e de Design de Servio Multinveis. Resta saber acerca do padro de cada um deles como concepo terica. Assim, realizou-se uma avaliao preliminar comparativa dos trs modelos, segundo critrios metericos. Os resultados sugerem que todos eles ostentam mritos, mas se encontram em estgios distintos de consolidao terica. Mesmo o de Hiatos, mais sedimentado, reclama aprimoramento. O de Design de Servio Multinveis o mais carente de aprimoramento. No estgio em que se encontram esses estgios, a cada modelo se ligam algumas indicaes para aplicaes prticas. A melhoria do panorama traado depende de mais e mais pesquisas, tambm, no Brasil.Universidade Nove de Julho - Uninove2016-12-20info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionAvaliado por ParesPeer-reviewed Articleapplication/pdfhttps://periodicos.uninove.br/remark/article/view/1216110.5585/remark.v15i5.3461ReMark - Revista Brasileira de Marketing; v. 15, n. 5 (2016): Outubro - Dezembro; 699-7112177-5184reponame:REMark - Revista Brasileira de Marketinginstname:Universidade Nove de Julho (UNINOVE)instacron:RBMporhttps://periodicos.uninove.br/remark/article/view/12161/5806Direitos autorais 2019 Revista Brasileira de Marketing – Remarkinfo:eu-repo/semantics/openAccessda Silva, Jussara GoulartUrdan, André Torres2019-02-19T17:39:45Zoai:https://periodicos.uninove.br:article/12161Revistahttps://periodicos.uninove.br/remarkPRIhttps://periodicos.uninove.br/remark/oaiclaudiaraac@uol.com.br || admin@revistabrasileiramarketing.org || admin@revistabrasileiramarketing.org2177-51842177-5184opendoar:2019-02-19T17:39:45REMark - Revista Brasileira de Marketing - Universidade Nove de Julho (UNINOVE)false
dc.title.none.fl_str_mv Three Integrating Service Management Models: A Comparative on Methodological Criteria
Três Modelos Integrativos de Gestão de Serviços: Um Comparativo sob Critérios Metateóricos
title Three Integrating Service Management Models: A Comparative on Methodological Criteria
spellingShingle Three Integrating Service Management Models: A Comparative on Methodological Criteria
da Silva, Jussara Goulart
Services; Models; Perceived quality; Metateoria.
Serviços; Modelos; Qualidade percebida; Metateoria.
title_short Three Integrating Service Management Models: A Comparative on Methodological Criteria
title_full Three Integrating Service Management Models: A Comparative on Methodological Criteria
title_fullStr Three Integrating Service Management Models: A Comparative on Methodological Criteria
title_full_unstemmed Three Integrating Service Management Models: A Comparative on Methodological Criteria
title_sort Three Integrating Service Management Models: A Comparative on Methodological Criteria
author da Silva, Jussara Goulart
author_facet da Silva, Jussara Goulart
Urdan, André Torres
author_role author
author2 Urdan, André Torres
author2_role author
dc.contributor.author.fl_str_mv da Silva, Jussara Goulart
Urdan, André Torres
dc.subject.por.fl_str_mv Services; Models; Perceived quality; Metateoria.
Serviços; Modelos; Qualidade percebida; Metateoria.
topic Services; Models; Perceived quality; Metateoria.
Serviços; Modelos; Qualidade percebida; Metateoria.
description Market-oriented service delivery is a challenge for organizations around the world, whose solution involves the articulation of several disciplines. In this line, three models of service management stand out, by their integrative nature, in the literature: of Hiatus, of Stages-Gate in Services and of Multi-Service Design Services. There remains to be known about the pattern of each of them as theoretical conception. Thus, a preliminary comparative evaluation of the three models was performed according to meteorological criteria. The results suggest that they all have merit but are in distinct stages of theoretical consolidation. Even the more seduced Hiatus claims compliment. The Multi-Service Design Service is the most lacking in enhancement. In the stage in which these stages are found, some indications for practical applications are attached to each model. The improvement of the outlook depends on more and more research, also in Brazil.
publishDate 2016
dc.date.none.fl_str_mv 2016-12-20
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Avaliado por Pares
Peer-reviewed Article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://periodicos.uninove.br/remark/article/view/12161
10.5585/remark.v15i5.3461
url https://periodicos.uninove.br/remark/article/view/12161
identifier_str_mv 10.5585/remark.v15i5.3461
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv https://periodicos.uninove.br/remark/article/view/12161/5806
dc.rights.driver.fl_str_mv Direitos autorais 2019 Revista Brasileira de Marketing – Remark
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Direitos autorais 2019 Revista Brasileira de Marketing – Remark
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade Nove de Julho - Uninove
publisher.none.fl_str_mv Universidade Nove de Julho - Uninove
dc.source.none.fl_str_mv ReMark - Revista Brasileira de Marketing; v. 15, n. 5 (2016): Outubro - Dezembro; 699-711
2177-5184
reponame:REMark - Revista Brasileira de Marketing
instname:Universidade Nove de Julho (UNINOVE)
instacron:RBM
instname_str Universidade Nove de Julho (UNINOVE)
instacron_str RBM
institution RBM
reponame_str REMark - Revista Brasileira de Marketing
collection REMark - Revista Brasileira de Marketing
repository.name.fl_str_mv REMark - Revista Brasileira de Marketing - Universidade Nove de Julho (UNINOVE)
repository.mail.fl_str_mv claudiaraac@uol.com.br || admin@revistabrasileiramarketing.org || admin@revistabrasileiramarketing.org
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