Artigo rpbg percepcao de clientes em enc. de serviços.doc
Service operation
1. Robert Johnston IJOPM Volume 19 Issue 2 (1999), pp. 104-24 Included as part of the 25th anniversary issue of the journal 2005 Service operations management: return to roots (1 a Parte) Alunos: Roberto Sediyama e Daniel Galelli 06/03/2011
2.
3.
4.
5. Estágio 1 Despertar do Serviço 55 + 50% PIB UK, Serviços 62 Administração de Fábrica Busca Eficiência 70 Administração da Produção Planejamento e controle da produção, adm. capacidade, adm. materiais 72 76 78 Operations Management Johnson et al. (Cita serviço 1 vez) Buffa (2 Capítulos) 64,66,69 Marketing (Johnson, Judd, Rathmell) Breaktrough Sasser - “Match supply and demand in service industries” Sasser - Management of Service Operations Chase - “Where does the customer fit in a service operation?” Production-line approach to service” (Levitt, 1972), “Quality control in a service business” (Hostage, 1975), “The new back office focuses on customer service” (Matteis, 1979), and “Marketing’s potential for improving productivity in service industries” (Lovelock and Young, 1979)
7. Estágio 2 Se libertando das raizes 81 82 84 85 “ customer operations” Chase; Maister Entendimento das características do serviço e da administração de serviços (Bowen and Schneider, 1985; Gronroos, 1984; Parasuraman et al., 1985) “ A conceptual model of service quality and its implications for future research” Parasuraman 1 os Artigos de serviços em OM Fitzsimmons and Sullivan; Voss et al. 87 Servuction Eiglier and Langeard Customer contact time (Chase, 1981), degree of customisation (Maister and Lovelock, 1982; Johnston and Morris, 1985), the amount of judgement exercised by front office staff (Lovelock, 1983), whether the value was added in the front or back office (Maister, 1983), the operation’s product or process focus (Johnston and Morris, 1985). TQM preliminar: “ New tools for achieving service quality” Wyckoff OR “ The service sector: challenges and imperatives for research in operation management” (Sullivan) e “ Service operation management: research and application” (Mabbert)
9. Estágio 3 A era da gestão de serviços 85 95 3 Seminários interdisciplinares International Research Seminar Quality in Service Frontiers in Service Conference Testes Empíricos Bitner et al ., 1990; Collier , 1991; Fitzgerald et al ., 1991; Parasuraman et al. , 1988; Rust and Oliver , 1994 Chase (1996) define como “era do teste da teoria”
12. Estágio 4 Retorno as Raizes ? 95 Aplicação dos trabalhos Collier (1994), relação entre percepção da qualidade do serviço e performance operacional Heskett et al. (1997), Rust e Oliver (1994) e Voss e Johnston (1995) links entre qualidade, satisfação dos funcionários, qualidade interna, e resultados como lucro e satisfação do consumidor. 99