Title: Critical success factors concerning the management of industrial services

Authors: Isabelle Confort Machado; Rosley Anholon; Osvaldo Luiz Gonçalves Quelhas; Olívio Novaski; Jefferson De Souza Pinto

Addresses: Department of Manufacturing Engineering and Materials, State University of Campinas, Mendeleyev Street, 200, Campinas, São Paulo, Brazil ' Department of Manufacturing Engineering and Materials, State University of Campinas, Mendeleyev Street, 200, Campinas, São Paulo, Brazil ' Laboratory of Technology, Business and Environment Management, Fluminense Federal University, Passo da Pátria Street, 156, Niteroi, Rio de Janeiro, Brazil ' Department of Manufacturing Engineering and Materials, State University of Campinas, Mendeleyev Street, 200, Campinas, São Paulo, Brazil ' Department of Manufacturing Engineering and Materials, State University of Campinas, Mendeleyev Street, 200, Campinas, São Paulo, Brazil

Abstract: The main purpose of this paper is to develop a literature review to present the critical success factors (CSFs) for industrial service management and based on the CSF found, to conduct a case study in a Brazilian company to validate the data obtained. The methodology used was a literature review about the theme 'industrial service' and the case study was supported by semi-structured interviews. The results showed that 12 of the 13 CSF found in the literature review are completely executed by the company studied, while one is partially applicable. The value of this paper lies in the fact that there are a low number of publications about the subject, especially in South America, highlighting the originality of the study proposed.

Keywords: industrial service management; services; service operation management; service industry; critical success factors; CSFs; industrial service; service sector.

DOI: 10.1504/IJSOM.2020.106795

International Journal of Services and Operations Management, 2020 Vol.36 No.1, pp.110 - 129

Received: 29 May 2017
Accepted: 24 Feb 2018

Published online: 13 Apr 2020 *

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