Three Integrating Service Management Models: A Comparative on Methodological Criteria

Abstract

Market-oriented service delivery is a challenge for organizations around the world, whose solution involves the articulation of several disciplines. In this line, three models of service management stand out, by their integrative nature, in the literature: of Hiatus, of Stages-Gate in Services and of Multi-Service Design Services. There remains to be known about the pattern of each of them as theoretical conception. Thus, a preliminary comparative evaluation of the three models was performed according to meteorological criteria. The results suggest that they all have merit but are in distinct stages of theoretical consolidation. Even the more seduced Hiatus claims compliment. The Multi-Service Design Service is the most lacking in enhancement. In the stage in which these stages are found, some indications for practical applications are attached to each model. The improvement of the outlook depends on more and more research, also in Brazil.