Three Integrating Service Management Models: A Comparative on Methodological Criteria

Authors

  • Jussara Goulart da Silva Universidade Nove de Julho
  • André Torres Urdan Universidade Nove de Julho

DOI:

https://doi.org/10.5585/remark.v15i5.3461

Keywords:

Services, Models, Perceived quality, Metateoria.

Abstract

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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Author Biographies

Jussara Goulart da Silva, Universidade Nove de Julho

Doutoranda em Administração pela Universidade Nove de Julho (UNINOVE). É Bacharel em Administração Geral de Empresas pelo Instituto Educacional de Assis (IEDA). Mestre em Administração pela Universidade Federal do Paraná (UFPR). Professora  da Universidade Federal de Uberlândia (UFU),  

André Torres Urdan, Universidade Nove de Julho

Professor do Programa de Pós-Graduação em Administração da Universidade Nove de Julho, Doutor e (FEA-USP) e mestre (FGV-EAESP) em Administração. 

Published

2016-12-20

How to Cite

da Silva, J. G., & Urdan, A. T. (2016). Three Integrating Service Management Models: A Comparative on Methodological Criteria. ReMark - Revista Brasileira De Marketing, 15(5), 699–711. https://doi.org/10.5585/remark.v15i5.3461