Bibliografia

Principal

- seminal articles to support each class. - lesson slides; - Johnston, R., Clark, G. and M. Shulver (2012), Service Operations Management - improving service delivery, 4th edition. Pearson. (textbook); :

Secundária

Journal of Marketing 52 (April), pp. 35-48. Communication and Control Processes in the Delivery of Service Quality." - Zeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman. (1988). Marketing Science, Vol. 44 (1), pp. 5-23. Extension and Update of Service- Dominant Logic. Journal of the Academy of - Vargo, Steven L. and Robert F. Lusch (2016). Institutions and Axioms: An 26(3), 145-152 service systems and service logic perspective. European Management Journal, - Vargo, S., Maglio, P. and Akaka, M. (2008). On value and value co-creation: A convergences of logics. Industrial Marketing Management, 37(3), 254-259. - Vargo, S. and Lusch, R. (2008). From goods to service(s): Divergences and Service Failure. Sloan Management Review, 40 (1), 75-88. - Tax, Stephen S. and Stephen W. Brown (1998). Recovering and Learning from 949. International Journal of Quality and Reliability Management, v. 22, n. 9, p. 913- - Seth, N.; Deshmuhk, S. G.; Vrat, P. (2005). Service quality models: a review. with services, Sloan Management Review, 45(2), 34-43. - Sawhney, M., Balasubramanian, S. & Krishnan, V. K. (2004). Creating growth Research, 15 (2), 182-98. - Sampson, Scott (2012). Visualizing Service Operations. Journal of Service Young University. - Sampson, S. (2011). Introduction to PCN analysis. - Technical report - Brigham 30 (October), 32-36. - Rathmell, John M. (1966), "What Is Meant by Services?" Journal of Marketing, Business Model Harvard Business Review, (Jan.-Feb.). - Ramon Casadesus-Masanell R. and Ricart, J.E. (2011). How to Design A Winning 3. - Qiu, R. G. (2013). We must rethink service encounters. Service Science, 5(1), 1- Encounter, Academy of Management Journal, 44(5), 1018-1027. - Pugh, S. D. (2001). Service with a Smile: Emotional Contagion in the Service Creation of Value,'' Journal of the Academy of Marketing Science, 36 (1), 83-96. - Payne, Adrian, Kaj Storbacka and Pennie Frow (2008), ''Managing the Co- Blueprinting, Journal of Service Research, 14, 180-200. Service Design: From Customer Value Constellation to Service Experience - Patrício, L., Fisk, R. P., Falcão e Cunha, J. & Constantine, L. (2011). Multilevel (Spring), pp. 39-4. Understanding Customer Expectations of Service. Sloan Management Review - Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml (1991). overrated. International Journal of Service Industry Management, 19 (4), 441-457. - Michel, S. & Meuter, M. L. (2008). The service recovery paradox: true but frameworks and identifying issues for research, AMA conf. pp. 12. - Meuter, M. L and Bitner, M. (1998). Self-service technologies: Extending service (May). - Magretta, J. (2002). Why business models matter. Harvard Business Review 6 (ed.) Special Issue Review of Marketing Research, 9 pp. 51-78. Business Models for Value Co-Creation, Stephen L. Vargo, Robert F. Lusch, in - Kaj Storbacka, Pennie Frow, Suvi Nenonen, Adrian Payne, (2012). Designing Marketing, Vol. 33 No. 9/10, pp. 958-73. - Johns, N. (1999), "What is this thing called service?", European Journal of Marketing, Vol. 33 No. 9/10, pp. 958-73. - Johns, N. (1999), "What is this thing called service?", European Journal of HBR2015. - How Indra Nooyi Turned Design Thinking Into Strategy - Indra Nooyi interview - Harvard Business Review, 84, 93-101. European Business Review, 20(4), 298-314. - Grönroos, C. (2008). Service logic revisited: who creates value? And who cocreates? 20(2), 121-134. The missing link in service design research? Journal of Operations Management, - Goldstein, S. M., Johnston, R., Duffy, J., & Rao, J. (2002). The service concept: Management, 7 (4), 407-27. Bridging the 'Front Stage' and 'Back Stage'. Information Systems and E-Business - Glushko, Robert J. and Lindsay Tabas (2009). Designing Service Systems by Systems. Journal of Service Research, 16 (1), 21-38. Interaction: A Framework for Personalization in Service Encounters and Service - Glushko, R. J. and Nomorosa, K. J. (2013). Substituting Information for P., Kieliszewski, C, & Spohrer, J. (Eds.), Handbook of Service Science, 219-249. - Glushko, R. J. (2010). Seven Contexts for Service System Design, in Maglio, P. Business Review (April): 70-80. - Frei, F. X. (2008). The four things a service business must get right. Harvard - Frei, F. X. (2006). Breaking the trade-off between efficiency and service. and reconceptualisation, 2010, Journal of Service Management, (21), 4, 441-459. - Fredrik Nordin and Christian Kowalkowski, Solutions offerings: A critical review Measurement of Service Quality, Journal of Marketing, 58, pp. 125-131. Reconciling Performance-Based and Perceptions-Minus-Expectations - Cronin, J.J. and Taylor, S.A. (1994). SERVPERF Versus SERVQUAL - Performance Computing and Communications. utilities. Proceedings of the 10th IEEE International Conference on High computing: Vision, hype, and reality for delivering IT services as computing - Buyya, R., Yeo, C.S. and Venugopal, S. (2008). Market-oriented cloud Spring, 5-21. - Buchanan, R. 1992. Wicked problems in design thinking. Design Issues, 8(2): - Boynton (2011). Are You an "I" or" T"? Forbes Magasin. US (3), 66-94. Practical Technique for Service Innovation. California Management Review 50 - Bitner, M. J., A. L. Ostrom, and F. Morgan. 2008. Service Blueprinting: A Customers and Employees, Journal of Marketing 56 (2), 57-71. - Bitner, M. J. (1992). Servicescapes: The Impact of Physical Surroundings on Management Review, Vol. 47, No. 2. - Berry, L. et al. (2006). Creating New Markets Through Service Innovation, Sloan 45. and the Extended Service Encounter, Journal of Consumer Research, 20(1), 24- - Arnould, E. J. and Price, L. L. (1993). River Magic: Extraordinary Experience Business Review, Vol. 83 No. 10, pp. 131-45. - Allmendinger, G. (2005). Four strategies for the age of smart services. Harvard :