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URI permanente desta comunidadehttps://repositorio.fei.edu.br/handle/FEI/1
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4 resultados
Resultados da Pesquisa
- Alavancando a eficácia de serviços intensivos em conhecimento: O papel dos clientes e dos prestadores de serviço(2021-03-08) SILVA, S. S. DA; SANTOS, J. B.© 2021. All Rights Reserved.This study develops a theoretical model that relates customer participation in knowledge-intensive services (KIS), the actions of service providers to encourage customer engagement and the effectiveness of services. Five hypotheses were tested using structural equations, and data were collected by surveying a sample of 106 users of physical therapy, personal training, Pilates and global postural reeducation services. The results show that educating customers is not enough; service providers need to empathize and create an emotional bond with them. Additionally, customer education and emotional empathy have different effects on customer feedback and the extent to which customers follow instructions. This study contributes to the literature by promoting a holistic view of the factors that influence customer participation and its effectiveness in KIS.
- Reinventing the wheel? A critical view of demand-chain management(2014-09-01) SANTOS, J. B.; D'ANTONE, S.© 2014 Elsevier Inc.Demand-supply alignment as a means for value creation in the marketplace is not a new concept either in the marketing or supply chain management literature. Recent developments in demand chain management (DCM) revamp this issue, which is particularly critical for today's firms. DCM studies, however, remain isolated from wider academic debates and are unclear on the processes required for the demand-supply alignment inside the firm, incurring the risk of becoming irrelevant. Through a systematic literature review and qualitative content analysis, we leveraged the existing knowledge on interfaces between intra-firm departments to identify the dimensions of demand-supply alignment and map the drivers, enablers and consequences of implementing such an alignment. These outcomes, together with theoretical perspectives, are used to improve the idea of DCM, ground theoretical reflections on the concept and suggest avenues for research. This study should interest researchers and practitioners willing to adopt the DCM strategy.
- Are knowledge intensive business services really co-produced? Overcoming lack of customer participation in KIBS(2015) SANTOS, J. B.; SPRING, M.© 2015 Elsevier Inc.Customer participation is considered necessary for the delivery of effective Knowledge Intensive Business Services (KIBS). However, for different reasons, KIBS customers are not always able to participate actively during the delivery process and providers have to compensate for this in order to deliver effective solutions. We conducted case-based research to understand how KIBS providers do this. The three cases studied suggest that, besides customer education, providers use preventive and problem-management strategies to counterbalance limited customer participation. These three strategies are used in a complementary way and are enabled by the expertise of KIBS providers. They also contribute to the delivery of effective KIBS. The research outcomes refine the existing knowledge of customer participation in KIBS, which has so far focused mainly on the causes and consequences of it and overlooked other related issues. Our results also suggest that practitioners could use the level of customers' ability and willingness to participate as segmentation criteria and then define their strategies and allocate their resources accordingly.
- When purchasing professional services supports innovation(2016-10-01) D'ANTONE, S.; SANTOS, J. B.© 2016 Elsevier Inc.This paper explores the potential contribution that purchasing KIBS may have on innovation at the buying firm. It integrates the results of a systematic literature review on purchasing KIBS with literatures respectively on purchasing and KIBS contribution to innovation. Based on the outcomes of an extensive study of the literature, a theoretical framework is proposed in order to understand what could boost innovation outcomes of purchasing KIBS, especially for the buying firms. The framework suggests observing the KIBS triad configuration, i.e. the relationship between KIBS providers, the purchasing function and the user area within the buying firm, and its contingencies and characteristics. Overall, the paper suggests that the way KIBS are purchased can influence their effect on the innovation they generate, offers insights on aspects that need to be considered to increase potential innovation outcomes, and draws attention to the strategic role that purchasing can play in this context. In this way, it moves beyond the debate on purchasing involvement in NPD (new product development) and shows another domain (KIBS services) in which purchasing can contribute to the development of innovation.