Systemic complexity in service management: an interdisciplinary analysis of the convergence between operational efficiency, financial architecture, and customer dominant logic
Systemic complexity in service management: an interdisciplinary analysis of the convergence between operational efficiency, financial architecture, and customer dominant logic
DOI:
https://doi.org/10.51473/rcmos.v1i2.2024.1839Keywords:
Service Management. Service-Dominant Logic. Costs and Finance. Business Strategy. Human Capital.Abstract
This scientific article proposes an exhaustive theoretical and critical analysis of the contemporary challenges inherent to management in the tertiary sector. It is based on the premise that intangibility, inseparability, variability, and perishability — intrinsic characteristics of services — require a managerial model diametrically opposed to that applied in traditional manufacturing. The paper investigates the imperativeness of a holistic view that not only integrates but grounds the symbiosis between operational efficiency, strict cost control, and the subjectivity of relationship strategy. Throughout the study, it is discussed how the principles of General Management Theory and Service Marketing fundamentals must converge with the analytical precision of Financial Mathematics and Statistics to ensure organizational longevity. The analysis concludes that the modern service manager must act as an architect of value, balancing corporate social responsibility and human capital development with the robustness of information systems, consolidating a sustainable competitive advantage in saturated and volatile markets.
Downloads
References
BATESON, JOHN E. G.; HOFFMAN, K. DOUGLAS. Princípios de marketing de serviços: conceitos, estratégias e casos. 4. ed. São Paulo: Cengage Learning, 2016.
CHIAVENATO, IDALBERTO. Gestão de pessoas: o novo papel dos recursos humanos nas organizações. 5. ed. Barueri: Manole, 2020.
FITZSIMMONS, JAMES A.; FITZSIMMONS, MONA J. Administração de serviços: operações, estratégia e tecnologia de informação. 7. ed. Porto Alegre: AMGH, 2014.
GIANESI, IRINEU G. N.; CORRÊA, HENRIQUE L. Administração estratégica de serviços: operações para a satisfação do cliente. 1. ed. São Paulo: Atlas, 2016.
GRÖNROOS, CHRISTIAN. Service management and marketing: managing the service profit logic. 4. ed. Chichester: John Wiley & Sons, 2015.
KOTLER, PHILIP; KELLER, KEVIN LANE. Administração de marketing. 15. ed. São Paulo: Pearson Education do Brasil, 2018.
LOVELOCK, CHRISTOPHER; WIRTZ, JOCHEN; HEMZO, MIGUEL A. Marketing de serviços: pessoas, tecnologia e estratégia. 7. ed. São Paulo: Pearson Prentice Hall, 2011.
PORTER, MICHAEL E. Estratégia competitiva: técnicas para análise de indústrias e da concorrência. 2. ed. Rio de Janeiro: Campus, 2004.
SLACK, NIGEL; BRANDON-JONES, ALISTAIR; JOHNSTON, ROBERT. Administração da produção. 8. ed. São Paulo: Atlas, 2018.
VARGO, STEPHEN L.; LUSCH, ROBERT F. Service-dominant logic: premises, perspectives, possibilities. Cambridge: Cambridge University Press, 2014.
ZEITHAML, VALARIE A.; BITNER, MARY JO; GREMLER, DWAYNE D. Marketing de serviços: a empresa com foco no cliente. 6. ed. Porto Alegre: Bookman, 2014.
Downloads
Published
Issue
Section
Categories
License
Copyright (c) 2024 Evandro Bordignon (Autor)
This work is licensed under a Creative Commons Attribution 4.0 International License.
This work is licensed under the Creative Commons Attribution 4.0 International License (CC BY 4.0). This means you are free to:
- Share — copy and redistribute the material in any medium or format.
- Adapt — remix, transform, and build upon the material for any purpose, even commercially.
The use of this material is conditioned upon proper attribution to the original author(s), providing a link to the license, and indicating if changes were made. The license does not require permission from the author or the publisher as long as these conditions are met.
The Creative Commons license logo is displayed permanently in the footer of the journal.
The copyright of the manuscript can be retained by the authors without restrictions and can be requested at any time, even after publication in the journal.
How to Cite
