Utilize este identificador para referenciar este registo: http://hdl.handle.net/10400.14/4605
Título: The object and the nature of service specifications
Autor: Pinto, Sofia
Johnston, Robert
Data: 2004
Editora: Karlstad University Press
Citação: QUIS 9: QUALITY IN SERVICE CONFERENCE, Karlstad, Sweden, June 15-18, 2004 - QUIS 9: Service excellence in management: interdisciplinary contributions: [proceedings of a conference]. Karlstad : Karlstad University Press, 2004. ISBN 91-85019-81-X. p. 487-496
Resumo: Specifications are an instrument to make service operations reliable, consistent and replicable. In the service context little has been researched regarding the specification of the service experience, its nature and its effective control. This paper summarises the existent literature on service specifications and its control, and then presents the results of case research which explores the object and nature of service specifications in contexts of high intangibility and interaction. It analyses and discusses the empirical findings in face of the existent theory and it highlights some contributions to practitioners, and academics in the service management field.
Peer review: yes
URI: http://hdl.handle.net/10400.14/4605
Aparece nas colecções:FEG - Artigos em actas / Papers in proceedings

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