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2022-10-24T13:47:51Z2022-10-24T13:47:51Z2017141476210.4013/base.2017.141.0419848196http://hdl.handle.net/1843/46526Em serviços, o processo de oferta de valor pelas organizações para os clientes deixou de ser a simples soma dos esforços das mesmas para entregar um produto com valor definido para o cliente, para tornar-se o resultado de diversas interações entre complexas redes em um determinado contexto. Nesse cenário, novos modelos de oferta de valor baseados na lógica Serviço-Dominante surgem como alternativos ao modelo de criação de valor baseada na lógica Produto-Dominante. Entre os novos modelos, a cocriação de valor e a coprodução de valor ganharam destaque nos estudos acadêmicos e, apesar de serem discutidos amplamente na literatura de marketing de serviços e operações, existem lacunas quanto ao entendimento das especificidades de cada modelo e ao modo como as organizações tanto privadas quanto públicas podem implementá-los. Posto isso, à luz da lógica Serviço-Dominante, o objetivo deste estudo é buscar uma melhor compreensão sobre as especificidades de cada modelo de oferta de valor por meio da apresentação, análise e discussão de três serviços de segurança pública prestados pela Polícia Militar de Minas Gerais – PMMG. Para tanto, a partir dos dados obtidos por meio de entrevistas, documentos e observações diretas, buscou-se identificar como se dá o processo de oferta de valor em cada serviço pesquisado. Os resultados apontaram diferenças significativas entre os modelos quanto ao papel requerido do cliente e às possibilidades de interação entre os envolvidos no serviço.Value creation in service process is no longer the simple sum of the efforts of organizations to deliver a closed-value package to the client, to become the result of several interactions between complex networks. In this context, new value proposition models emerge as an alternative to the Porterian chain. Among the new models, co-creation and co-production have acquired prominence in service systems, and despite being widely discussed in studies of operations and marketing, there are gaps in our understanding of the specifics of each model and how organizations can apply them. Hereupon, in the light of value proposition approaches, the aim of this paper is to obtain a better understanding of models of value creation in services through the presentation, analysis, and discussion of three public security services provided by the Military Police of Minas Gerais. To this end, from data obtained from interviews, documents, and direct observations, we sought to identify how the value proposition is implemented in each service studied. The results showed significant differences between the models and the customer role, forms of interaction and realization of possibilities for value by the actors involved in the service process.porUniversidade Federal de Minas GeraisUFMGBrasilENG - DEPARTAMENTO DE ENGENHARIA PRODUÇÃOFCE - DEPARTAMENTO DE CIÊNCIAS ADMINISTRATIVASBASE – Revista de Administração e Contabilidade da UnisinosAdministração PúblicaCriação de valorCocriação de valorCoprodução de valorServiçosReflexões acerca de modelos de oferta de valor: um estudo de múltiplos casos em serviços de segurança públicaConsiderations on value proposition models: a multiple case study on public security servicesinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articledoi:10.4013/base.2017.141.04Leila ScanfoneNoel Torres JúniorMarlusa de Sevilha Goslinginfo:eu-repo/semantics/openAccessreponame:Repositório Institucional da UFMGinstname:Universidade Federal de Minas Gerais (UFMG)instacron:UFMGLICENSELicense.txtLicense.txttext/plain; charset=utf-82042https://repositorio.ufmg.br/bitstream/1843/46526/1/License.txtfa505098d172de0bc8864fc1287ffe22MD51ORIGINALREFLEXÕES ACERCA DE MODELOS DE OFERTA DE.pdfREFLEXÕES ACERCA DE MODELOS DE OFERTA DE.pdfapplication/pdf164501https://repositorio.ufmg.br/bitstream/1843/46526/2/REFLEX%c3%95ES%20ACERCA%20DE%20MODELOS%20DE%20OFERTA%20DE.pdf32351ffbc0e5d00f79b7148cda18e819MD521843/465262022-10-24 10:47:51.794oai:repositorio.ufmg.br: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Repositório InstitucionalPUBhttps://repositorio.ufmg.br/oaiopendoar:2022-10-24T13:47:51Repositório Institucional da UFMG - Universidade Federal de Minas Gerais (UFMG)false
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