Sumários
Quality movements / Service scaling
1 Março 2024, 08:00 • João Carlos Menezes
Quality movements
From inspection to management to total management
The customer satisfaction, loyalty and repurchasing
Service failures and complaints
Service recovery, approaches and implications of the recovery process
Service scaling
The problems of scaling services, that is, the problems unique to grow in service settings.
Growing in workforce or investing in technology?
Service quality
29 Fevereiro 2024, 09:30 • João Carlos Menezes
Service quality
The basics of service quality
Quality gaps
Perceptions and expectations
Business models
29 Fevereiro 2024, 08:00 • João Carlos Menezes
Business models
Various ways to develop an idea for a new service
What are business models? Methods for creating a business model for a service
Business model innovation
(Case Study approach)
(Preliminary project case debate (second half of groups)
Reports presentation from each case study project team)
Breaking the trade-off efficiency – service / The service concept
23 Fevereiro 2024, 08:00 • João Carlos Menezes
Breaking the trade-off efficiency – service
Trade-offs between efficiency and various aspects of service experience
Positioning the service
Variability in services
Understand how to find strategic advantage in a service setting
The service concept
Innovation
Close and open innovation in services
Technology-based service innovation, and customer-led service innovation.
Preliminary project case debate (first half of groups)
Reports presentation from each case study project team
Mapping and analysis
22 Fevereiro 2024, 09:30 • João Carlos Menezes
The service encounter
The techniques for service system design, particularly coordinating
front-stage and backstage activities: journey mapping, the service blueprint and the PCN Analysis