INTEGRATING LOGISTICS PROCESSES INTO THE SERVICE OPERATIONS OF A HOME LAUNDRY IN THE CITY OF MANAUS, BRAZIL

Autores

  • Teresa Maria Alves dos Santos Morais Faculdade La Salle https://orcid.org/0009-0004-1588-0407
  • Lucineide de Lima Souza Instituto Federal de Educação, Ciência e Tecnologia do Amazonas
  • Verônica dos Santos Veiga Instituto Federal de Educação, Ciência e Tecnologia do Amazonas
  • Jefferson Fernando da Silva Instituto Federal de Educação, Ciência e Tecnologia do Amazonas https://orcid.org/0009-0004-3796-9584
  • Daniel Nascimento-e-Silva Federal Institute of Education, Science and Technology of Amazonas

DOI:

https://doi.org/10.61164/rmnm.v12i1.4228

Palavras-chave:

Logística de serviços, Lavanderia doméstica, Processos operativos, Sistema de operações, Sistema logístico

Resumo

A presente pesquisa teve como objetivo descrever a integração dos processos logísticos com as operações de serviços de uma lavanderia doméstica que atua na cidade de Manaus. A metodologia foi o estudo de caso, cujos dados foram coletados através de três fontes de evidência (entrevista, observação e survey), para que se pudesse compreender o modelo de negócios implementado, as etapas do processo de operações utilizado, os procedimentos logísticos executados e o nível de satisfação de seus clientes, com os resultados gerados a partir da análise de conteúdo (entrevista e observação) e estatística descritiva (survey). Os resultados mostraram que a) o modelo de negócio de pequeno porte, focado em pessoas físicas, custo operacional e capital inicial baixos, b) o processo de operações é feito em sete etapas (coleta, transferência, lavagem, secagem, passagem, embalagem e entrega), com alguns gargalos passíveis de serem sanados com a aquisição de uma máquina especializada, c) a logítica de serviços apresenta desafios de roteamento, programação e elevação da satisfação dos clientes e d) a satisfação dos clientes pode ser considerada elevada, mas passível de ser melhorada. A conclusão mostra que os processos logísticos da organização estão integrados às suas operações de serviços, mas é possível que essa integração se eleve ainda mais através da solução dos gargalos operativos e logísticos encontrados.

Biografia do Autor

  • Teresa Maria Alves dos Santos Morais, Faculdade La Salle

    Graduanda em Tecnologia Logística

  • Lucineide de Lima Souza, Instituto Federal de Educação, Ciência e Tecnologia do Amazonas

    Estudante do Curso Técnico em Logística

  • Verônica dos Santos Veiga, Instituto Federal de Educação, Ciência e Tecnologia do Amazonas

    Estudante do Curso Técnico em Logística

  • Jefferson Fernando da Silva, Instituto Federal de Educação, Ciência e Tecnologia do Amazonas

    Mestrando em Economia

Referências

AGGARWAL, M. et al. Informing a governance model for integration of community pharmacists, family physicians, and nurse practitioner-led practices and teams within Ontario Health Teams: A protocol. PloS one, v. 20, n. 6, p. e0325270, 2025. https://doi.org/10.1371/journal.pone.0325270. DOI: https://doi.org/10.1371/journal.pone.0325270

ALAM, N. et al. Service co-creation in destination exporting-does decision-making logic foster the service co-creation process in designing new services? International Journal of Export Marketing, v. 5, n. 1, p. 4-31, 2022. https://doi.org/10.1504/IJEXPORTM.2022.127776. DOI: https://doi.org/10.1504/IJEXPORTM.2022.127776

AYOUBI, H.; EL KHARRIM, M. Leveraging e-services and e-administration for enhanced importation and foreign investments in Morocco. In: ASSOUL, S. et al. (Eds.) Communication and Information Technologies through the Lens of Innovation. ICATH 2023. Advances in Science, Technology & Innovation. Cham: Springer Nature Switzerland, 2023. p. 37-42. https://doi.org/10.1007/978-3-031-74470-9_5. DOI: https://doi.org/10.1007/978-3-031-74470-9_5

BADR, Y. Smart digital service ecosystems: A research roadmap from service computing and engineering perspectives. Cham: Springer, 2023. DOI: https://doi.org/10.1007/978-3-031-27926-3

BARDIN, L. Análise de conteúdo. São Paulo: Edições 70, 2011.

BENTON, W. C.; SHIN, H. Manufacturing planning and control: The evolution of MRP and JIT integration. European Journal of Operational Research, v. 110, n. 3, p. 411-440, 1998. DOI: https://doi.org/10.1016/S0377-2217(98)00080-0

CAÑARTE, G. G. Business models of nanotechnology companies and value creation. Revista Política y Ciencias Administrativas, v. 4, n. 1, p. 92-102, 2025. https://doi.org/10.62465/rpca.v4n1.2025.130. DOI: https://doi.org/10.62465/rpca.v4n1.2025.130

CHIROLE, D. M. G. Logística de produção e serviços. 22. ed. Maringá: UniCesumar, 2018. 173 p.

DLAMINI, Z. A conceptualization of remote auditing framework. 2024. Dissertação (Mestrado em Comércio). e University of Cape Town Senate, Cape Town, South Africa.

DONG, H.; CHEN, J.; ZHANG, L. Can servitization strategy improve corporate environmental, social, and governance (ESG) performance? Empirical evidence from listed manufacturing enterprises in China. Discrete Dynamics in Nature and Society, v. 2025, n. 1, p. 8847322, 2025. https://doi.org/10.1155/ddns/8847322. DOI: https://doi.org/10.1155/ddns/8847322

GERONTAS, A. et al. On using CPSV-AP to publish public service descriptions as linked open data. Service Oriented Computing and Applications, v. 16, n. 4, p. 231-261, 2022. https://doi.org/10.1007/s11761-022-00344-6. DOI: https://doi.org/10.1007/s11761-022-00344-6

GIL, A. C. Métodos e técnicas de pesquisa social. 7. ed. São Paulo: Atlas, 2017.

HARMELINK, R. Constructing the service control tower. 2022. Tese (Doutorado em Engenharia). Twente University, Twente, Países Baixos.

HARMELINK, R.; TOPAN, E.; HILLEGERSBERG, J. v. The service control tower: dilemmas, decisions and a reference architecture for maintenance of (high-value) assets. Information Systems and e-Business Management, p. 1-39, 2025. https://doi.org/10.1007/s10257-025-00705-6. DOI: https://doi.org/10.1007/s10257-025-00705-6

INYO, N.; GITHII, W. Quality management, customer inputs and operational complexity in knowledge-based service operations. Journal of Service Science and Management, v. 15, n. 3, p. 226-255, 2022. https://doi.org/10.4236/jssm.2022.153014. DOI: https://doi.org/10.4236/jssm.2022.153014

JYM, L. J.; ZAHARI, H. M. Military strategy: exploitation of military logistics intelligence for the Malaysian armed forces. The Journal of Defence and Security, v. 16, n. 1, p. 39-II, 2022.

KABDYGALIYEV, K.; TOKTAMYSOVA, A. Development of services as a factor in increasing the competitiveness of a logistic organization. Earth Sciences, (67), p. 17-19, 2023. https://doi.org/10.5281/zenodo.10012520.

KILINC, T.; SJÖDIN, D.; PARIDA, V. Navigating digital servitization for the twin transition: how manufacturers can support customers with digitalization and sustainability. Business Strategy and the Environment, 2025. https://doi.org/10.1002/bse.4255. DOI: https://doi.org/10.1002/bse.4255

LAKATOS, E. M.; MARCONI, M. A. Fundamentos de metodologia científica. 8. ed. São Paulo: Atlas, 2017.

LLORACH, C. M. Methodology for the optimal design of urban consolidation centers in urban areas. 2021. Dissertação (Mestrado em Engenharia de Estradas, Canais e Portos). Universitat Politècnica de Catalunya, Barcelona, Espanha.

LU, Q. et al. The effect of SMEs’ digitalization on supply chain financing performance: based on the resource orchestration theory. Journal of Theoretical and Applied Electronic Commerce Research, v. 20, n. 1, p. 20, 2025. https://doi.org/10.3390/jtaer20010020. DOI: https://doi.org/10.3390/jtaer20010020

MARCHESINI, M. M. P.; ALCÂNTARA, R. L. C. Conceituando o serviço logístico e seus elementos. Revista de Ciência & Tecnologia, v. 17, n. 33, p. 65-86, 2012. DOI: https://doi.org/10.15600/2238-1252/rct.v17n33p65-86

MARJONA, T. Service Logistics. International Journal on Economics, Finance and Sustainable Development, v. 4, n. 3, p. 108-111, 2023.

MESSINA, M.; LEOTTA, A. The Role of Digitalization in New Product Development Processes: The Case of a Servitized Firm. Qualitative Research in Accounting & Management, v. 22, n. 3, p. 256-285, 2025. https://doi.org/10.1108/QRAM-10-2022-0178. DOI: https://doi.org/10.1108/QRAM-10-2022-0178

MINAYO, M. C. S. O desafio do conhecimento: pesquisa qualitativa em saúde. 13. ed. São Paulo: Hucitec, 2012.

NASCIMENTO-E-SILVA, D. Manual do método científico-tecnológico: edição sintética. Florianópolis: DNS Editor, 2020.

NASCIMENTO-E-SILVA, D. O método científico-tecnológico: coleta de dados. Manaus: DNS Editor, 2023.

NASCIMENTO-E-SILVA, D. O método científico-tecnológico: fundamentos. Manaus: DNS Editor, 2021b.

NASCIMENTO-E-SILVA, D. O método científico-tecnológico: questões de pesquisa. Manaus: DNS Editor, 2021a.

NIU, Y. et al. The bullwhip effect in servitized manufacturers. Management Science, v. 71, n. 1, p. 1-20, 2025. https://doi.org/10.1287/mnsc.2023.01026. DOI: https://doi.org/10.1287/mnsc.2023.01026

OKOROKOV, R. et al. Institutional approach to classification of sustainable digital technologies in service logistics. In: E3S Web of Conferences, Ural Environmental Science Forum “Sustainable Development of Industrial Region” (UESF-2021), Sustainable Transport and Green Logistics, v. 28, 2021, p. 1-9. https://doi.org/10.1051/e3sconf/202125802018. DOI: https://doi.org/10.1051/e3sconf/202125802018

ÖNDER, H. G.; AKDEMIR, F. Business models in micromobility. In: Dündar, S. (Eds.). In: BEVERUNGEN, D.; LEHRER, C.; TRIER, M. (Eds.). Micromobility: Perspectives from engineering, urban planning, health sciences and social sciences. Cham: Springer Nature, 2025. p. 211-223. https://doi.org/10.1007/978-3-031-77098-2_15. DOI: https://doi.org/10.1007/978-3-031-77098-2_15

PAURA, G. L. Fundamentos da Logística. Curitiba, IFPR, 2016. 112 p.

PEARCE, S. Digitally enabled interactions: Designing for customer agency, control and customization. In: 2021 10th Mediterranean Conference on Embedded Computing (MECO). IEEE, 2021, Budva, Montenegro, 07-10 June, p. 1-4. https://doi.org/10.1109/MECO52532.2021.9460155. DOI: https://doi.org/10.1109/MECO52532.2021.9460155

REINHART, M. M. Analysis of the behaviour of flexibility parameters in intralogistics systems. 2021. Dissertação (Mestrado em Engenharia). Reutlingen University; Stellenbosch University, Stellenbosch, África do Sul.

RODRIGUES, G.; SOUZA, C.; OLIVEIRA, V. Avaliação do método de mensuração dos estoques em uma empresa: um estudo de caso. In XII SEGeT – Simpósio de Excelência em Gestão e Tecnologia, Resende, p. 1-12, 2015.

SAIHANI, S. B.; SAIDON, J.; RASHID, W. E. W. Understanding state government-linked companies’ service delivery system successful performance from employees’ insights. International Journal of Academic Research in Business and Social Sciences, v. 11, n. 9, p. 1832-1843, 2021. https://doi.org/10.6007/IJARBSS/v11-i9/11256. DOI: https://doi.org/10.6007/IJARBSS/v11-i9/11256

SALCICCIA-FREZZA, D.; RODRÍGUEZ-ESPINOSA, T.; NAVARRO-PEDREÑO, J. Integrating environmental sensitivity analysis into strategic environmental assessment for sustainable tourism planning: A review. Sustainability, v. 17, n. 12, p. 5439, 2025. https://doi.org/10.3390/su17125439. DOI: https://doi.org/10.3390/su17125439

SAMPSON, S. E. Foundations and implications of a proposed unified services theory. Quality Control and Applied Statistics, v. 52, n. 3, p. 345-346, 2007. https://doi.org/10.1111/j.1937-5956.2006.tb00248.x. DOI: https://doi.org/10.1111/j.1937-5956.2006.tb00248.x

SAVLI, Y. S. Developing blends between an item approach and a system approach in spare parts management. 2023. Dissertação (Mestrado em Econometria e Ciência da Administração). Erasmus University Roterdam, Roterdam, Países Baixos.

SCHARFE, P. Antecedents of non-ownership business model offerings in the mechanical engineering industry: A set theoretic approach. Lecture Notes in Information Systems and Organization, p. 3-18, 2025. DOI: https://doi.org/10.1007/978-3-031-80125-9_1

SHAH, S. A. A.; CHATHA, K. A.; JAJJA, M. S. S. A typology of suppliers in service supply chains. International Journal of Operations & Production Management, Vol. ahead-of-print No. ahead-of-print, 2025. https://doi.org/10.1108/IJOPM-01-2024-0013. DOI: https://doi.org/10.1108/IJOPM-01-2024-0013

SOUZA, N. L. S. et al. Analysis of product-service system logistics strategies in e-commerce: a literature review. Brazilian Journal of Operations & Production Management, v. 20, n. 4, p. 1693-1693, 2023. https://doi.org/10.14488/BJOPM.1693.2023 DOI: https://doi.org/10.14488/BJOPM.1693.2023

SUN, B.; XI, Y. Supply chain concentration, digitalization and servitization of manufacturing firms. Journal of Manufacturing Technology Management, v. 36, n. 1, p. 112-133, 2025. https://doi.org/10.1108/JMTM-03-2024-0114. DOI: https://doi.org/10.1108/JMTM-03-2024-0114

VAN DUIN, R. et al. Sharing logistics in urban freight transport: a study in 5 sectors. In Proceedings of 5th International Conference Green Cities 2022: Green Logistics for Greener Cities (pp. 1-11). Akademia Morska w Szczecinie, 2022.

VEENSTRA, A. W. New business models for shipping: innovation in the Netherlands. In: Ko, B. W.; Song, D. W. (Eds.). New Maritime Business: Uncertainty, Sustainability, Technology and Big Data. Cham: Springer International Publishing, 2021. p. 199-213. https://doi.org/10.1007/978-3-030-78957-2_11. DOI: https://doi.org/10.1007/978-3-030-78957-2_11

VON STIETENCRON, M. et al. Towards logistics 4.0: an edge-cloud software framework for big data analytics in logistics processes. International Journal of Production Research, v. 60, n. 19, p. 5994-6012, 2022. https://doi.org/10.1080/00207543.2021.1977408. DOI: https://doi.org/10.1080/00207543.2021.1977408

WAINAINA, G. M. Insights from architectural elements of a service transformation process: A literature review. Journal of Service Science and Management, v. 15, n. 3, p. 256-287, 2022. https://doi.org/10.4236/jssm.2022.153015. DOI: https://doi.org/10.4236/jssm.2022.153015

WANG, Q. et al. CSR brings green? The effect of supply chain CSR orientation on green integration and social performance. International Journal of Logistics Research and Applications, p. 1-21, 2025. https://doi.org/10.1080/13675567.2025.2504918. DOI: https://doi.org/10.1080/13675567.2025.2504918

YANG, Z.; PAN, R. Product service supply chain decision considering network externality and corporate social responsibility in digital servitization. Electronic Commerce Research, p. 1-33, 2025. https://doi.org/10.1007/s10660-025-09981-3. DOI: https://doi.org/10.1007/s10660-025-09981-3

YIN, R. K. Estudo de caso: planejamento e métodos. 5. ed. Porto Alegre: Bookman, 2015.

ZAILANI, A. The effect of service quality and business location on words of mouth through consumer satisfaction as a mediation variable (study on customers of Wedangan “Ginastel” in Sukoharjo City). Journal of Advances in Accounting, Economics, and Management, v. 2, n. 3, p. 1-21, 2025. https://doi.org/10.47134/aaem.v2i3.581. DOI: https://doi.org/10.47134/aaem.v2i3.581

Downloads

Publicado

2025-06-30

Como Citar

INTEGRATING LOGISTICS PROCESSES INTO THE SERVICE OPERATIONS OF A HOME LAUNDRY IN THE CITY OF MANAUS, BRAZIL. (2025). Revista Multidisciplinar Do Nordeste Mineiro, 12(1), 1-20. https://doi.org/10.61164/rmnm.v12i1.4228