Vasconcelos, Alexandre Meira de; Barichello, Rodrigo; … - In: Benchmarking: An International Journal 22 (2015) 7, pp. 1301-1314
Purpose – Service operations are currently growing in importance, with a consequent increase in academic interest in the matter. In this context, the purpose of this paper is to systematise the concept associated with the service experience by drawing from the definitions which have been...