Towards a lightweight framework for service management evaluation in SMEs

Daniela Patricia Feversani (), Valeria De Castro (), Esperanza Marcos (), Mario G. Piattini () and María Luz Martín-Peña ()
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Daniela Patricia Feversani: Universidad Rey Juan Carlos
Valeria De Castro: Universidad Rey Juan Carlos
Esperanza Marcos: Universidad Rey Juan Carlos
Mario G. Piattini: Universidad de Castilla-La Mancha
María Luz Martín-Peña: Universidad Rey Juan Carlos

Information Systems and e-Business Management, 2023, vol. 21, issue 1, No 3, 122 pages

Abstract: Abstract Small and Medium-sized Enterprises (SMEs) are currently immersed in Volatility, Uncertainty, Complexity and Ambiguity (VUCA) environments and need to adapt and innovate both their services and their management practices and processes. Unfortunately, models and standards for service management are focused on large organisations, therefore, their application in SMEs is expensive and, generally, unfeasible. In order to contribute to the sustained success and development of SMEs, this paper presents a framework for service management evaluation. The objective of this framework, which is based on international standards and the main models for service management, is to be a roadmap containing well-defined and formalised processes that helps SMEs to improve the quality of their customer services. The proposal is validated in this work by means of its application to a real case study.

Keywords: Service management; Maturity model; Process reference model; Small and medium-sized enterprises (SME); ISO/IEC 33000 (search for similar items in EconPapers)
Date: 2023
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DOI: 10.1007/s10257-022-00576-1

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