Da qualidade em serviços aos serviços, percorrendo desencontros
Da qualidade em serviços aos serviços, percorrendo desencontros
Índice
Aludir a desencontros não proporciona o mais entusiasmante dos títulos, reconhece- se. Adopte-se, contudo, uma perspectiva positiva, é mais fácil promover pontes entre mundos desencontrados, do que contrariar os movimentos divergentes que o próprio tempo promove.
Este capítulo passará por isso mesmo, pela exposição das divergências no contexto do estudo dos serviços, que as há e são iniludíveis, mas também por uma tentativa de estabelecer pontes entre mundos divergentes.
Não se pretende fazer uma história dos serviços, nem sequer uma abordagem cronológica da investigação no domínio da qualidade em serviços. Pretende-se, em todo o caso, evidenciar momentos marcantes dos caminhos que vêm sendo trilhados e abordar algumas tendências actuais de investigação.
Rogério Puga-Leal is an Associate Professor of Industrial Engineering at the Faculty of Science and Technology of the New University of Lisbon. His main research interests are focused on Quality Engineering and Service Science. He received a PhD in Industrial Engineering from the New University of Lisbon, in 2000.
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Services, Service Dominant Logic, Service Science, Servqual
