Uma visão global sobre a qualidade em serviços
Uma visão global sobre a qualidade em serviços
Índice
Os serviços têm vindo a crescer de forma significativa e representam, nos países desenvolvidos, uma parte significativa da actividade económica. As razões para tal crescimento são de vária ordem, sendo algumas delas discutidas no presente trabalho. Debatem-se, também, o significado de serviço e diversas formas de proceder à sua classificação. Por outro lado, evidencia-se que os serviços exibem características específicas que impossibilitam a transposição directa de técnicas e métodos de análise desenvolvidos para ambientes industriais. Neste enquadramento, são abordadas tais especificidades e discutidas as suas implicações, nomeadamente em matéria de Qualidade. Aliás, estando as questões relativas à investigação no domínio da Qualidade em Serviços, em larga medida, na ordem do dia, delas se traçam os contornos da sua envolvente e potenciais percursos de investigação.
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significado de serviço, classificação dos serviços, medição nos serviços, índice de capacidade para serviços, qualidade em serviços
