Conhecimento & Insights > Wiki BPM > Gestão de Serviços

Referências


Instituições e Conferências

http://forums.thesrii.org/srii

http://wpcarey.asu.edu/csl/

http://cienciadeservicos.com.br/

http://www.itsmf.com.br/

http://www.itsmfi.org

http://business-model-design.blogspot.com/

 

Livros e Artigos

 Michel, Stefan; Brown, Stephen W.; Gallan, Andrew S. - An expanded and strategic view of discontinuousinnovations: deploying a service-dominant logic [Academy of Marketing Science, 2007]

 

 

Bitner , Mary Jo; Ostrom, Amy L; Morgan, Felicia N. - Service Blueprinting: A Practical Tool for Service Innovation [Center for Services Leadership, Arizona State University, 2007]

 

 

Patrício, Lia; Fisk, Raymond P.; Cunha, João Falcão -  Designing Multi-Interface Service Experiences: The Service Experience Blueprint [Journal of Service Research, 2008]

 

 

Heckl, Diana; Moormann, Jürgen - Matching Customer Processes with Business Processes of Banks: The Example of Small and Medium-Sized Enterprises as Bank Customers [Springer-Verlag Berlin Heidelberg, 2007]

 

 

Parasuraman, A.; Zeithaml, Valeri A.; Berry, Leonard L. – SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality [Journal of Retailing, 1988]

 

 

Parasuraman, A.; Zeithaml, Valeri A.; Berry, Leonard L. - A Conceptual Model of Service Quality and Its Implications for Future Research [Journal of Marketing, 1985]

 

 

Growth in Services – Fostering Employment, Productivity and Innovation  [OECD 2005]

Panorama do Comércio Internacional de Serviços [Ministério do Desenvolvimento, Indústria e Comércio Exterior, 2007]

Iqbal, Majid; Nieves, Michael – Service Strategy, ITIL version 3 [Office of Government Commerce, 2007]

Model the Customer Process [BP Trends, volume 5, no6, 2007]