Alavancando a eficácia de serviços intensivos em conhecimento: O papel dos clientes e dos prestadores de serviço

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dc.contributor.authorSILVA, S. S. DA
dc.contributor.authorSANTOS, J. B.
dc.date.accessioned2023-06-01T06:09:27Z
dc.date.available2023-06-01T06:09:27Z
dc.date.issued2021-03-08
dc.description.abstract© 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.
dc.description.firstpage1
dc.description.issuenumber2
dc.description.lastpage8
dc.description.volume61
dc.identifier.citationSILVA, S. S. DA; SANTOS, J. B. Alavancando a eficácia de serviços intensivos em conhecimento: o papel dos clientes e dos prestadores de serviço. RAE Revista de Administração de Empresas, v. 61, n. 2, p. 1-8, mar. 2021.
dc.identifier.doi10.1590/S0034-759020210203
dc.identifier.issn0034-7590
dc.identifier.urihttps://repositorio.fei.edu.br/handle/FEI/4812
dc.relation.ispartofRAE Revista de Administracao de Empresas
dc.rightsAcesso Aberto
dc.rights.licenseCreative Commons "Este é um artigo publicado em acesso aberto sob uma licença Creative commons (CC BY 4.0). Fonte: https://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85109904116&origin=inward. Acesso em: 14 jun. 2023.
dc.subject.otherlanguagecustomer participation
dc.subject.otherlanguageefectividad del servicio
dc.subject.otherlanguageeficácia do serviço
dc.subject.otherlanguageemotional empathy
dc.subject.otherlanguageempatia emocional
dc.subject.otherlanguageempatía emocional
dc.subject.otherlanguageencuesta
dc.subject.otherlanguageKnowledge-intensive services
dc.subject.otherlanguageparticipación del cliente
dc.subject.otherlanguageparticipação do cliente
dc.subject.otherlanguageservice effectiveness
dc.subject.otherlanguageServicios intensivos en conocimiento
dc.subject.otherlanguageServiços intensivos em conhecimento
dc.titleAlavancando a eficácia de serviços intensivos em conhecimento: O papel dos clientes e dos prestadores de serviço
dc.title.alternativeLEVERAGING THE EFFECTIVENESS OF KNOWLEDGE-INTENSIVE SERVICES: THE ROLES OF CUSTOMERS AND SERVICE PROVIDERS
dc.title.alternativeOptimizando la efectividad de los servicios intensivos en conocimiento: El papel de los clientes y proveedores de servicios
dc.typeArtigo
fei.scopus.citations1
fei.scopus.eid2-s2.0-85109904116
fei.scopus.updated2024-07-01
fei.scopus.urlhttps://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85109904116&origin=inward
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