Maravilhosa lista de publicações sobre SO

Operações de serviços; Service Operations.

Foi recomendado por muita gente, mas recentemente também pelo Arne.

clipped from howardesign.com How to Design a Service European Journal of Marketing, 1982 Lynn Shostack Servicescapes: The Impact of Physical Surroundings on Customers and Employees Journal of Marketing, 1992 Mary Jo Bitner R&D Comes to Services: Bank of America’s Pathbreaking Experiments Harvard Business Review, 2003 Stefan Thomke Creating Growth with Services Sloan Management Review, 2004 Mohanbir Sawhney Putting the Service-Profit Chain to Work Harvard Business Review, 1994 James Heskett The Core Competence of the Corporation Harvard Business Review, 1990 C. K. Prahalad The Service Encounter: Diagnosing Favorable and Unfavorable Incidents Journal of Marketing, 1990 Mary Jo Bitner SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality Journal of Retailing, 1988 A. Parasuraman Service Behaviors that Lead to Satisfied Customers European Journal of Marketing, 2000 Kathryn Frazer Winsted