摘要：A importância que os serviços vêm adquirindo na economia mundial demanda das empresas práticas e processos eficientes no sentido de oferecer ao cliente serviços com alto padrão de execução. Por mais bem planejados que sejam os procedimentos de uma empresa, existe sempre a possibilidade da ocorrência de falhas no momento de sua execução. Nesse contexto, a recuperação de falhas em serviço torna-se importante ferramenta para a competitividade das organizações. O objetivo deste trabalho é identificar os principais elementos para uma sistemática de recuperação de falhas em serviços. Para isso realizou-se uma pesquisa em obras de autores internacionais considerados referência em conceitos de recuperação de falhas em serviços e em trabalhos nacionais sobre o tema. Primeiramente foi feita uma pesquisa em trabalhos nacionais publicados nos anais dos congressos ENANPAD e ENEGEP, em periódicos nacionais com estrato QUALIS A1, A2, B1 e B2 e em teses e dissertações encontradas por meio da ferramenta de busca do banco de teses e dissertações da CAPES nos anos de 2001 a 2010. Esta etapa identificou autores considerados referência por meio da frequência e intensidade com a qual os mesmos são citados. Em seguida foi feito um levantamento nas obras dos autores considerados referência para identificar os elementos apontados por eles como parte importante de uma sistemática de recuperação de falhas em serviços. Posteriormente foi realizado outro levantamento em trabalhos nacionais a título de comparação com as obras dos autores considerados referências. No referencial teórico foram detalhadas as abordagens destes autores, além de considerações sobre falhas e recuperação de serviços. Após análise da literatura e aplicação do método, foram encontrados elementos semelhantes e complementares nas diferentes abordagens estudadas, o que proporcionou a elaboração de uma sistemática para o processo de recuperação de falhas em serviço com base na adoção destes como diretrizes. Este trabalho faz uma análise de várias abordagens, proporcionando uma visão acerca dos elementos que as compõem. A partir destes, pôde-se sugerir uma sistemática, proposta por meio de uma interseção de várias abordagens. Este modelo é composto de quatro etapas, formadas pelos elementos da recuperação de serviços estudados na pesquisa, considerados como diretrizes para o cumprimento de cada uma das etapas. Ao final da pesquisa, foram apresentadas recomendações para estudos futuros, contribuindo para a produção de conhecimento no campo da recuperação de falhas em serviços, numa demonstração de que ainda há muito a ser explorado em relação a esse assunto. Palavras-chave: recuperação de serviços; práticas de recuperação; recuperação de falhas.↓The importance that the services are gaining in demand from companies in the world economy practices and efficient processes in order to offer customer service with high standards of performance. However well planned procedures that are a company, there is always the possibility of occurrence of failures at the time of his execution. In this context, the recovery of service failures becomes an important tool for the competitiveness of organizations. The objective of this study is to identify the key elements for a systematic disaster recovery services. To this end we carried out a research work of international authors considered reference concepts of disaster recovery services and national studies on the subject. First, research was done on national studies published in the Annals of ENANPAD ENEGEP and in national journals with QUALIS stratum A1, A2, B1 and B2 and theses and dissertations found through the search engine database of theses and dissertations from CAPES in the years 2001 to 2010. This step identified by reference authors considered the frequency and intensity with which they are cited. Then a survey was done in the works of authors considered a reference to identify the elements highlighted by them as an important part of a systematic disaster recovery services. Later another survey was conducted on National for comparison with the works of authors considered references. In theoretical approaches have been detailed by these authors, as well as considerations about failures and recovery services. After examining the literature and application of the method were found similar and complementary elements in the different approaches studied, which led to the development of a systematic process for the recovery of service failures based on the adoption of such guidelines. This study is an analysis of various approaches, providing insight on the elements that compose them. From these, we could suggest a systematic proposal through an intersection of several approaches. This model consists of four steps, consisting of the elements of service recovery in the research study, considered as guidelines for the performance of each stage. At the end of the study were presented recommendations for future studies, contributing to the production of knowledge in the field of disaster recovery services, a demonstration that there is still much to be explored in relation to this matter.
其他摘要：The importance that the services are gaining in demand from companies in the world economy practices and efficient processes in order to offer customer service with high standards of performance. However well planned procedures that are a company, there is always the possibility of occurrence of failures at the time of his execution. In this context, the recovery of service failures becomes an important tool for the competitiveness of organizations. The objective of this study is to identify the key elements for a systematic disaster recovery services. To this end we carried out a research work of international authors considered reference concepts of disaster recovery services and national studies on the subject. First, research was done on national studies published in the Annals of ENANPAD ENEGEP and in national journals with QUALIS stratum A1, A2, B1 and B2 and theses and dissertations found through the search engine database of theses and dissertations from CAPES in the years 2001 to 2010. This step identified by reference authors considered the frequency and intensity with which they are cited. Then a survey was done in the works of authors considered a reference to identify the elements highlighted by them as an important part of a systematic disaster recovery services. Later another survey was conducted on National for comparison with the works of authors considered references. In theoretical approaches have been detailed by these authors, as well as considerations about failures and recovery services. After examining the literature and application of the method were found similar and complementary elements in the different approaches studied, which led to the development of a systematic process for the recovery of service failures based on the adoption of such guidelines. This study is an analysis of various approaches, providing insight on the elements that compose them. From these, we could suggest a systematic proposal through an intersection of several approaches. This model consists of four steps, consisting of the elements of service recovery in the research study, considered as guidelines for the performance of each stage. At the end of the study were presented recommendations for future studies, contributing to the production of knowledge in the field of disaster recovery services, a demonstration that there is still much to be explored in relation to this matter.
关键词：Administração; Ciências Sociais Aplicadas; Gestão;recuperação de serviços; práticas de recuperação; recuperação de falhas.;Recuperação de Serviços;Recovery Services; Recovery Practices; Failure Recovery
