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THE SPECIFICATION of HIGH INTERACTION SERVICE PROCESSES

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  • Sofia Salgado Pinto

    ()
    (Faculdade de Economia e Gestão, Universidade Católica Portuguesa - Porto)

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    Abstract

    This paper reports a study of the nature of specifications in high interaction service processes. It builds on two exploratory case studies of airline companies to describe the elements that are used to define and control service processes. The findings reveal the service specification as a combination of several elements in different degrees of explicitness and in a range of shapes. The combination of the specification elements appears to be shaped by contextual variables, namely the process size and the degree of customer interaction.

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    File URL: http://www.porto.ucp.pt/feg/repec/WP/022008%20-%20Pinto%20-%20THE%20SPECIFICATION%20OF%20HIGH%20INTERACTION%20SERVICE%20PROCESSES.pdf
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    Bibliographic Info

    Paper provided by Faculdade de Economia e Gestão, Universidade Católica Portuguesa (Porto) in its series Working Papers de Gestão (Management Working Papers) with number 022008.

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    Length: 10 pages
    Date of creation: Dec 2008
    Date of revision:
    Handle: RePEc:cap:mpaper:022008

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    1. Bitran, Gabriel & Pedrosa, Luis, 1998. "A structured product development perspective for service operations," European Management Journal, Elsevier, vol. 16(2), pages 169-189, April.
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