ResumoUma das preocupações crescentes na engenharia de produção e gestão das operações tanto nos países desenvolvidos quanto no Brasil é com relação às abordagens metodológicas utilizadas no desenvolvimento dos trabalhos de pesquisa, dentre as quais o estudo de caso é uma das mais freqüentemente adotadas. No entanto, a condução adequada de um estudo de caso não é uma tarefa simples e muitas vezes os trabalhos são sujeitos a críticas em função de diversas limitações metodológicas. Nesse sentido, este trabalho propõe uma estrutura para a condução de um estudo de caso(s), bem como sugere um conjunto de recomendações para seu planejamento e condução. Finalmente, alguns pontos importantes são levantados, bem como algumas reflexões e propostas futuras para dar continuidade ao estudo sobre as abordagens metodológicas para a engenharia de produção. Palavras-chaveEngenharia de produção, estudo de caso, metodologia de pesquisa. AbstractOne of the growing concerns in the production engineering and operations management not only in developed countries but also in Brazil is relatively to the research methodological approaches, among which case research is one of the most frequently adopted. However, the suitable conduction of a case study is not a simple task and, frequently, the research is subjected to criticism due to methodological limitations. In this sense, this work proposes a structure to conduct case studies and suggests a set of recommendations to its research planning and conduction. Finally, some important points are raised as well as some reflections and propositions for future studies in order to keep on with these efforts for continuous improvement in the study of methodological approaches for production engineering.

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Este trabalho apresenta uma revisão da literatura sobre os principais modelos e conceitos propostos na literatura referentes à mensuração da qualidade de serviços externos. Tal revisão é de cunho analítico, temático, histórico e bibliográfico. Após a apresentação dos modelos, uma comparação entre eles é realizada destacando suas características principais, uma síntese das conclusões dos trabalhos, bem como a área de aplicação dos modelos (tipos de serviços). Conclui-se que não existe um consenso na literatura quanto ao modelo para mensuração da qualidade em serviços mais apropriado. Além disso, existem questões ainda não respondidas, como a relação de casualidade entre qualidade dos serviços e satisfação de clientes, a influência do preço na satisfação do cliente e o uso dos modelos para avaliação da qualidade de serviços internos.

PurposeThis article aims to synthesize and integrate current research on customer experience (CX), identifying the intellectual structure of the field, systematizing a conceptual framework and identifying future research opportunities.Design/methodology/approachTo analyze 629 articles published in peer-reviewed journals in almost four decades, this study employs both bibliometric co-keyword and thematic literature analysis in a complementary way.FindingsThis article maps the CX literature by describing its intellectual structure in terms of three research domains (customer, organizational and technological), their corresponding most relevant research themes and topics. Moreover, this study develops a conceptual framework and research propositions to summarize and integrate the CX literature. This work recognizes technology as an important driver for the development of CX research. Lastly, this article provides future research opportunities for moving the field forward, considering an integrative view among domains.Originality/valueThis paper complements other reviews on CX by using a novel methodological approach (co-keyword and thematic analysis) that enables the identification and visualization of the CX intellectual structure. In addition, the study explores the increasing connection between technology and CX research, by raising evidence that technology, by continuously modifying services and consequently CX, has become a transversal component in the research field. These outcomes may be useful for academics and practitioners.

PurposeEffectively managing risk is an essential element of successful project management. In this sense, the present study seeks to propose a systematisation of technical risk management through the use of FMEA to optimise the decision making process in new product development (NPD).Design/methodology/approachThe methodological approach adopted in this paper is a case study at an automaker in Brazil. Data were gathered from various sources, mostly participant observation and document analysis of two important NPD programmes. The risk management system was described and its influence on programs development analysed.FindingsResults included a reduction in the number of project and test planning loopings as well as a reduced number of prototypes needed to approve product components. In addition, there was a positive influence on the product development decision‐making process, evidenced by better allocation of resources among projects at the programme.Research limitations/implicationsThe study is limited to a single case study which considers two major NPD programmes. Replications among other units of analysis are needed to further validate current findings.Originality/valueThis paper is one of the few published studies that report and discuss the FMEA within a broad context of risk analysis.

Purpose To propose a method for adopting an Internet of Things (IoT) enabled Product-Service System (PSS) considering business model and product enhancements. The method focuses on business process implications of IoT. The paper also discusses a real application of the proposed method to the machinery industry. Design/methodology/approach Considering the IoT technologies available, Failure Mode and Effects Analysis (FMEA) is applied to identify what should be monitored in the product to minimize potential product failures. In parallel, in order to assist the company in deciding which PSS strategy to be followed, a Configurator of PSS proposals is applied. The results are derived to define the IoT architecture and the business process design supported by the selected IoT technologies. Findings The main findings include the proposed IoT-enabled PSS adoption method, illustrated by the description of the application and its assessment. In addition, the identification of key process areas that are impacted by IoT is offered, namely: remote machine setup; corrective and predictive maintenance; material supply; product pricing; and information reporting. Research limitations/implications The application of the method proposed is limited to one company. Future work includes extending the application of the method to other units of analysis. Practical implications The method proposed can be considered by companies willing to increase product-service revenues based on IoT technologies. Originality/value The IoT-enabled PSS adoption method is an approach grounded on the intersection theories of Product-Service Systems and the more technology-oriented IoT developments.