A importância do serviço interno |
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Desenvolvimento de capacidades internas, coordenação e resolução de conflitos |
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Visão estratégica e orientação interna |
Heskett (1987)Heskett, J. L. (1987). Lessons in the service sector. Harvard Business Review, 65(2), 118-126.
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Serviço interno e comportamento organizacional |
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Processos internos de negócio |
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Empowerment dos funcionários |
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Garantias do serviço interno |
Hart (1995)Hart, C. W. (1995). The power of internal guarantees. Harvard Business Review, 73(1), 64-73.
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Cadeias internas de suprimento |
Slack et al. (2008) Slack, N., Chambers, S., & Johnston, R. (2008). Administração da produção. São Paulo: Atlas.
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Projeto de redes internas e consistência dos processos |
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Serviço enxuto e categorização do desperdício em serviços internos |
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Gestão de desempenho |
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Inovação de serviço |
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