Purpose: This study aims to validate a model of relationships between critical factors such as service strategy, culture-climate, leadership, customer involvement, technology strategy and service innovation (SI). Moreover, it investigates the impact of SI on a company’s performance and the...

Purpose: The purpose of this paper is to present a framework to assist the selection of certification bodies in the implementation of quality management system (QMS) based on ISO 9001 taking into account a set of criteria organized in a multi-level hierarchical form. To deal with this...

Purpose: The purpose of this study is to identify the elements of the product-service system (PSS) business model of a Brazilian company that has been running it for almost 50 years. It describes the PSS business model and gives special attention to the financial aspects of PSS implementation...

Purpose: The challenges of digital transformation (DT) have gained attention from both academics and practitioners, as more manufacturing companies are seeking digital technology implementation. This study, therefore, aims to identify the challenges of DT in manufacturing companies and propose...

Purpose The purpose of this paper is to find the configuration of the number ( m ) and size ( n ) of the sample in Phase I that would make it possible to detect the out-of-control (OOC) state of the process with the smallest number of samples and ensure a capability index ( C pk ) that would...

Purpose: This article provides an in-depth understanding of customer experience with smart services, examines customer perceptual responses to smart and connected service environments and enriches this understanding by outlining how contextual factors (in terms of goals, activities, actors and...

Purpose: Service design is a multidisciplinary approach that is key to service innovation, as it brings new service ideas to life. In this context, the development of new service design methods and models for creating new service futures is an important stream of service design research. Such...

Purpose: Service design is a multidisciplinary approach that plays a key role in fostering service innovation. However, the lack of a comprehensive understanding of its multiple perspectives hampers this potential to be realized. Through an activity theory lens, the purpose of this paper is to...

Purpose: This article aims to synthesize and integrate current research on customer experience (CX), identifying the intellectual structure of the field, systematizing a conceptual framework and identifying future research opportunities. Design/methodology/approach: To analyze 629 articles...

Purpose – The objective of this article is to identify and analyze critical factors in the development of continuous improvement (CI) activities in Brazilian companies. Design/methodology/approach – A conceptual model of the relationship between practices and results was tested to identify...