Analysis of service management structures in companies from the service sector
The study that guided this article was done with the purpose of evaluating different service approaches that are articulated as part of the strategies that guide the philosophy of eight organizations. To achieve this, different theoretical perspectives about the service are used, and with the method...
- Autores:
-
Rojas De Francisco, Laura
Bejarano Botero, Luis Mauricio
Marín Valencia, Carlos Fernando
- Tipo de recurso:
- Fecha de publicación:
- 2016
- Institución:
- Universidad EAFIT
- Repositorio:
- Repositorio EAFIT
- Idioma:
- spa
- OAI Identifier:
- oai:repository.eafit.edu.co:10784/11392
- Acceso en línea:
- http://hdl.handle.net/10784/11392
- Palabra clave:
- Organizational structure
Service management
Competitive strategy
Services marketing
Estructura organizacional
gestión de servicios
estrategia competitiva
prestación de servicios
- Rights
- License
- Copyright (c) 2016 AD-minister
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| dc.title.eng.fl_str_mv |
Analysis of service management structures in companies from the service sector |
| dc.title.spa.fl_str_mv |
Análisis de las estructuras de gestión del servicio en empresas del sector de servicios |
| title |
Analysis of service management structures in companies from the service sector |
| spellingShingle |
Analysis of service management structures in companies from the service sector Organizational structure Service management Competitive strategy Services marketing Estructura organizacional gestión de servicios estrategia competitiva prestación de servicios |
| title_short |
Analysis of service management structures in companies from the service sector |
| title_full |
Analysis of service management structures in companies from the service sector |
| title_fullStr |
Analysis of service management structures in companies from the service sector |
| title_full_unstemmed |
Analysis of service management structures in companies from the service sector |
| title_sort |
Analysis of service management structures in companies from the service sector |
| dc.creator.fl_str_mv |
Rojas De Francisco, Laura Bejarano Botero, Luis Mauricio Marín Valencia, Carlos Fernando |
| dc.contributor.author.none.fl_str_mv |
Rojas De Francisco, Laura Bejarano Botero, Luis Mauricio Marín Valencia, Carlos Fernando |
| dc.subject.keyword.eng.fl_str_mv |
Organizational structure Service management Competitive strategy Services marketing |
| topic |
Organizational structure Service management Competitive strategy Services marketing Estructura organizacional gestión de servicios estrategia competitiva prestación de servicios |
| dc.subject.keyword.spa.fl_str_mv |
Estructura organizacional gestión de servicios estrategia competitiva prestación de servicios |
| description |
The study that guided this article was done with the purpose of evaluating different service approaches that are articulated as part of the strategies that guide the philosophy of eight organizations. To achieve this, different theoretical perspectives about the service are used, and with the method of case study eight successful companies from Antioquia that developed their organizational structures for service management are studied. The review using models obtained by the literature and the comparison of each case study approaches, allowed to find similarities that can set some guidelines to follow in formulating a service structure, considered as a strategy of differentiation and success factor. The study gives an idea of how to implement models to analyse and evaluate the performance of service, which in future can also be studied from clients / customers. The limitations are related to the recent use of the concept of “servitization” practices which are still subject of discussion |
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2016 |
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2016-09-08 |
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2017-05-03T14:54:37Z |
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2017-05-03T14:54:37Z |
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2016-09-08 |
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2256-4322 1692-0279 |
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http://hdl.handle.net/10784/11392 |
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10.17230/ad-minister.29.6 |
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2256-4322 1692-0279 10.17230/ad-minister.29.6 |
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http://hdl.handle.net/10784/11392 |
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spa |
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Copyright (c) 2016 AD-minister |
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Acceso abierto |
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application/pdf text/html |
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Universidad EAFIT |
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instname:Universidad EAFIT reponame:Repositorio Institucional Universidad EAFIT |
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AD-minister; No 29 (2016); 121-146 |
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2016-09-082017-05-03T14:54:37Z2016-09-082017-05-03T14:54:37Z2256-43221692-0279http://hdl.handle.net/10784/1139210.17230/ad-minister.29.6The study that guided this article was done with the purpose of evaluating different service approaches that are articulated as part of the strategies that guide the philosophy of eight organizations. To achieve this, different theoretical perspectives about the service are used, and with the method of case study eight successful companies from Antioquia that developed their organizational structures for service management are studied. The review using models obtained by the literature and the comparison of each case study approaches, allowed to find similarities that can set some guidelines to follow in formulating a service structure, considered as a strategy of differentiation and success factor. The study gives an idea of how to implement models to analyse and evaluate the performance of service, which in future can also be studied from clients / customers. The limitations are related to the recent use of the concept of “servitization” practices which are still subject of discussionEl estudio que orientó este artículo se hizo con el propósito de evaluar diferentes enfoques del servicio articulados como parte de las estrategias que orientan la filosofía de las organizaciones. Para lograrlo, se realizó una revisión documental sobre diferentes perspectivas teóricas acerca del servicio, las cuales son aplicadas para evaluar, desde el método de estudio de caso, los aspectos con los que ocho empresas exitosas de Antioquia –que declaran, implícita o explícitamente, querer diferenciarse en servicios– han desarrollado sus estructuras organizacionales para la gestión del servicio. La revisión a partir de los enfoques propiciados por la teoría y la comparación de cada caso estudiado permitió encontrar similitudes que definen unas pautas a seguir en la formulación de una estructura de servicio como estrategia de diferenciación y factor de éxito. El estudio da una idea de cómo implementar los modelos para analizar y evaluar las prestaciones de servicio, lo que, a futuro, puede estudiarse también desde los clientes/usuarios. Las limitantes se relacionan con las prácticas de “servitización” que por ser recientes están sujetas a comprobar los resultados de su aplicaciónapplication/pdftext/htmlspaUniversidad EAFIThttp://publicaciones.eafit.edu.co/index.php/administer/article/view/3400http://publicaciones.eafit.edu.co/index.php/administer/article/view/3400Copyright (c) 2016 AD-ministerAcceso abiertohttp://purl.org/coar/access_right/c_abf2instname:Universidad EAFITreponame:Repositorio Institucional Universidad EAFITAD-minister; No 29 (2016); 121-146Analysis of service management structures in companies from the service sectorAnálisis de las estructuras de gestión del servicio en empresas del sector de serviciosinfo:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionarticlepublishedVersionArtículohttp://purl.org/coar/version/c_970fb48d4fbd8a85http://purl.org/coar/resource_type/c_6501http://purl.org/coar/resource_type/c_2df8fbb1Organizational structureService managementCompetitive strategyServices marketingEstructura organizacionalgestión de serviciosestrategia competitivaprestación de serviciosRojas De Francisco, LauraBejarano Botero, Luis MauricioMarín Valencia, Carlos FernandoAD-minister29121146AD-ministerTHUMBNAILminiatura-administer.jpgminiatura-administer.jpgimage/jpeg8755https://repository.eafit.edu.co/bitstreams/da022ac7-9cea-47fc-ade7-f8d38b00cce8/download87c28d32b620f3408b1c70a3c505fbd8MD51ORIGINALAnalysis of service management structures in companies from the service sector.pdfAnalysis of service management structures in companies from the service sector.pdfTexto completo PDFapplication/pdf406815https://repository.eafit.edu.co/bitstreams/1a8093ac-0ee5-41bf-aa8e-484815d94f43/downloadba1a545ddb8dced38931eba448e8e07dMD52articulo.htmlarticulo.htmlTexto completo HTMLtext/html374https://repository.eafit.edu.co/bitstreams/24a32a42-fdee-486c-b4c1-ce2bd85fe503/download3ea0cfb872efd4a04d3fe4291e46c7baMD5310784/11392oai:repository.eafit.edu.co:10784/113922019-12-05 00:44:24.533open.accesshttps://repository.eafit.edu.coRepositorio Institucional Universidad EAFITrepositorio@eafit.edu.co |