COMPARING SERVICES USING DEMO

Carlos Mendes, João Ferreira, Miguel Mira da Silva

2011

Abstract

The services industry is currently the fastest growing part of economic activity in the world and some companies are changing their business models from product manufactures to service providers. These companies acknowledged the role of services as connection points between them and their customers. Still some service providers have a perception of what their customers want that differs from the real expected service. In this paper, we use Design & Engineering Methodology for Organizations to compare two lists of services provided by a Human Resources department: one based on a description given by the head of the department and another based on the customers that use the department services. The differences between the two lists identify the gap between the customers’ expectations and the provider perceptions of those expectations.

Paper Citation

in Harvard Style

Mendes C., Ferreira J. and Mira da Silva M. (2011). COMPARING SERVICES USING DEMO . In Proceedings of the International Conference on Knowledge Engineering and Ontology Development - Volume 1: SSEO, (IC3K 2011) ISBN 978-989-8425-80-5, pages 528-537. DOI: 10.5220/0003719805280537

in Bibtex Style

@conference{sseo11,
author={Carlos Mendes and João Ferreira and Miguel Mira da Silva},
title={COMPARING SERVICES USING DEMO},
booktitle={Proceedings of the International Conference on Knowledge Engineering and Ontology Development - Volume 1: SSEO, (IC3K 2011)},
year={2011},
pages={528-537},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0003719805280537},
isbn={978-989-8425-80-5},
}

in EndNote Style

TY - CONF
JO - Proceedings of the International Conference on Knowledge Engineering and Ontology Development - Volume 1: SSEO, (IC3K 2011)
TI - COMPARING SERVICES USING DEMO
SN - 978-989-8425-80-5
AU - Mendes C.
AU - Ferreira J.
AU - Mira da Silva M.
PY - 2011
SP - 528
EP - 537
DO - 10.5220/0003719805280537