Qualidade e Operações em Serviços

Services play a major role in modern economies. The course on “Service Quality and Operations” is focused on service delivery characteristics as well as the integration of the quality function in service organizations. Conceptual and measurement models are presented and discussed. Strategies to obtain and analyze customer based data are presented (reliability and validity of questionnaires, sampling procedures, etc). Multivariate techniques are utilized to articulate internal and external measures.

Students should be able to develop models to assess and characterize service quality in several types of organizations, as it is proposed in their final work. The acquisition of some soft skills is strongly associated to the development of this work, namely their communicative and writing skills, as well their ability to apply technical knowledge in real situations