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Orientador(es)
Resumo(s)
The objective of this paper is to realize service operations management knowledge on service control implementation. The findings suggest that different specification elements require differences in control and different management attention. For example, that it may be difficult to control all aspects of a service specification but that having less explicit standards does not necessarily mean to have less explicit measures or control. Furthermore, the study clarified that less explicit elements of specifications seem to be controlled through less explicit means of control, and that more explicit specifications may also be controlled by less explicit means.
Descrição
Palavras-chave
Specification Control Service
Contexto Educativo
Citação
6th International EurOMA Conference, Gotenburgo, Suécia, 14-17 Junho, 2009 - Proceedings of the 16th International EurOMA Conference. 10p.