Coproduction in Knowledge Intensive Business Services: Analysis of Projects in a Business Consultancy
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Data de Publicação: | 2018 |
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Tipo de documento: | Artigo |
Idioma: | por |
Título da fonte: | Revista Gestão e Projetos (GeP) |
Texto Completo: | https://periodicos.uninove.br/gep/article/view/9686 |
Resumo: | The study aimed to verify the relationship between client and company in the process of coproduction of knowledge intensive services (KIBS), from the perspective of the service provider, involving the analysis of projects of a business consultancy. The qualitative approach was used, based on the case study of a business consultancy, involving the analysis of three projects executed by the company, through semi-structured interviews. The documentary research was also used with documents made available by the company. The Content Analysis was used in the analysis of the empirical evidences. It was concluded that the participation of the client is essential for the delivery of the service through the interaction between client and provider throughout the consulting project. The following responsibilities of the clients were verified: shared resolution of problems, personal dedication, openness to the communication, advocacy and tolerance. The level of customer participation was considered high by the service provider. The client participation management strategies used by the consultancy were related to training, education and socialization, problem management, customer selectivity and preventive actions. This study expands knowledge on the dynamics of the service sector, specifically on the coproduction relation between knowledge-intensive service providers and their clients. |
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Coproduction in Knowledge Intensive Business Services: Analysis of Projects in a Business ConsultancyCoprodução em Serviços Intensivos em Conhecimento: Uma Análise de Projetos em uma Consultoria EmpresarialCoproduction. Knowledge Intensive Business Services. Client Participation. Business Consulting. KIBS. Consulting Project.Coprodução. Serviços Intensivos em Conhecimento. Participação do Cliente. Consultoria Empresarial. KIBS. Projeto de Consultoria.The study aimed to verify the relationship between client and company in the process of coproduction of knowledge intensive services (KIBS), from the perspective of the service provider, involving the analysis of projects of a business consultancy. The qualitative approach was used, based on the case study of a business consultancy, involving the analysis of three projects executed by the company, through semi-structured interviews. The documentary research was also used with documents made available by the company. The Content Analysis was used in the analysis of the empirical evidences. It was concluded that the participation of the client is essential for the delivery of the service through the interaction between client and provider throughout the consulting project. The following responsibilities of the clients were verified: shared resolution of problems, personal dedication, openness to the communication, advocacy and tolerance. The level of customer participation was considered high by the service provider. The client participation management strategies used by the consultancy were related to training, education and socialization, problem management, customer selectivity and preventive actions. This study expands knowledge on the dynamics of the service sector, specifically on the coproduction relation between knowledge-intensive service providers and their clients.O estudo teve como objetivo verificar a relação entre cliente e empresa no processo de coprodução de serviços intensivos em conhecimento (KIBS), a partir da ótica do provedor do serviço, envolvendo a análise de projetos de uma consultoria empresarial. Utilizou-se a abordagem qualitativa, a partir do estudo de caso de uma consultoria empresarial, com a análise de três projetos executados pela empresa, por meio de entrevistas com roteiro semiestruturado. Também se utilizou de pesquisa documental com documentos disponibilizados pela empresa. A Análise de Conteúdo foi utilizada na análise das evidências empíricas. Concluiu-se que a participação do cliente é essencial para a entrega do serviço por meio da interação entre cliente e provedor ao longo do projeto de consultoria. Verificaram-se as seguintes responsabilidades dos clientes: resolução compartilhada de problemas, dedicação pessoal, abertura à comunicação, advocacia e tolerância. O nível de participação do cliente foi considerado elevado pelo provedor do serviço. As estratégias de gerenciamento da participação do cliente utilizadas pela consultoria foram relativas a treinamento, educação e socialização, gerenciamento de problemas, seletividade de clientes e ações preventivas. Este estudo amplia conhecimentos sobre a dinâmica do setor de serviços, especificamente, sobre a relação de coprodução entre empresas provedoras de serviços intensivos em conhecimento e seus clientes. Universidade Nove de Julho (Uninove)da Silva, Luísa Cavalcante de AzevedoFarias, Josivania Silva2018-04-29info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://periodicos.uninove.br/gep/article/view/968610.5585/gep.v9i1.585Revista de Gestão e Projetos; v. 9, n. 1 (2018): janeiro-abril; 115-1292236-0972reponame:Revista Gestão e Projetos (GeP)instname:Universidade Nove de Julho (UNINOVE)instacron:UNINOVEporhttps://periodicos.uninove.br/gep/article/view/9686/4431Direitos autorais 2018 LUÍSA CAVALCANTE E AZEVEDO SILVA, JOSIVANIA SILVA FARIASinfo:eu-repo/semantics/openAccess2019-05-27T21:19:30Zoai:https://periodicos.uninove.br:article/9686Revistahttps://periodicos.uninove.br/gepPRIhttps://periodicos.uninove.br/gep/oaigep@uninove.br || editor@revistagep.org || crismonteiro@uninove.br2236-09722236-0972opendoar:2019-05-27T21:19:30Revista Gestão e Projetos (GeP) - Universidade Nove de Julho (UNINOVE)false |
dc.title.none.fl_str_mv |
Coproduction in Knowledge Intensive Business Services: Analysis of Projects in a Business Consultancy Coprodução em Serviços Intensivos em Conhecimento: Uma Análise de Projetos em uma Consultoria Empresarial |
title |
Coproduction in Knowledge Intensive Business Services: Analysis of Projects in a Business Consultancy |
spellingShingle |
Coproduction in Knowledge Intensive Business Services: Analysis of Projects in a Business Consultancy da Silva, Luísa Cavalcante de Azevedo Coproduction. Knowledge Intensive Business Services. Client Participation. Business Consulting. KIBS. Consulting Project. Coprodução. Serviços Intensivos em Conhecimento. Participação do Cliente. Consultoria Empresarial. KIBS. Projeto de Consultoria. |
title_short |
Coproduction in Knowledge Intensive Business Services: Analysis of Projects in a Business Consultancy |
title_full |
Coproduction in Knowledge Intensive Business Services: Analysis of Projects in a Business Consultancy |
title_fullStr |
Coproduction in Knowledge Intensive Business Services: Analysis of Projects in a Business Consultancy |
title_full_unstemmed |
Coproduction in Knowledge Intensive Business Services: Analysis of Projects in a Business Consultancy |
title_sort |
Coproduction in Knowledge Intensive Business Services: Analysis of Projects in a Business Consultancy |
author |
da Silva, Luísa Cavalcante de Azevedo |
author_facet |
da Silva, Luísa Cavalcante de Azevedo Farias, Josivania Silva |
author_role |
author |
author2 |
Farias, Josivania Silva |
author2_role |
author |
dc.contributor.none.fl_str_mv |
|
dc.contributor.author.fl_str_mv |
da Silva, Luísa Cavalcante de Azevedo Farias, Josivania Silva |
dc.subject.por.fl_str_mv |
Coproduction. Knowledge Intensive Business Services. Client Participation. Business Consulting. KIBS. Consulting Project. Coprodução. Serviços Intensivos em Conhecimento. Participação do Cliente. Consultoria Empresarial. KIBS. Projeto de Consultoria. |
topic |
Coproduction. Knowledge Intensive Business Services. Client Participation. Business Consulting. KIBS. Consulting Project. Coprodução. Serviços Intensivos em Conhecimento. Participação do Cliente. Consultoria Empresarial. KIBS. Projeto de Consultoria. |
description |
The study aimed to verify the relationship between client and company in the process of coproduction of knowledge intensive services (KIBS), from the perspective of the service provider, involving the analysis of projects of a business consultancy. The qualitative approach was used, based on the case study of a business consultancy, involving the analysis of three projects executed by the company, through semi-structured interviews. The documentary research was also used with documents made available by the company. The Content Analysis was used in the analysis of the empirical evidences. It was concluded that the participation of the client is essential for the delivery of the service through the interaction between client and provider throughout the consulting project. The following responsibilities of the clients were verified: shared resolution of problems, personal dedication, openness to the communication, advocacy and tolerance. The level of customer participation was considered high by the service provider. The client participation management strategies used by the consultancy were related to training, education and socialization, problem management, customer selectivity and preventive actions. This study expands knowledge on the dynamics of the service sector, specifically on the coproduction relation between knowledge-intensive service providers and their clients. |
publishDate |
2018 |
dc.date.none.fl_str_mv |
2018-04-29 |
dc.type.none.fl_str_mv |
|
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://periodicos.uninove.br/gep/article/view/9686 10.5585/gep.v9i1.585 |
url |
https://periodicos.uninove.br/gep/article/view/9686 |
identifier_str_mv |
10.5585/gep.v9i1.585 |
dc.language.iso.fl_str_mv |
por |
language |
por |
dc.relation.none.fl_str_mv |
https://periodicos.uninove.br/gep/article/view/9686/4431 |
dc.rights.driver.fl_str_mv |
Direitos autorais 2018 LUÍSA CAVALCANTE E AZEVEDO SILVA, JOSIVANIA SILVA FARIAS info:eu-repo/semantics/openAccess |
rights_invalid_str_mv |
Direitos autorais 2018 LUÍSA CAVALCANTE E AZEVEDO SILVA, JOSIVANIA SILVA FARIAS |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Universidade Nove de Julho (Uninove) |
publisher.none.fl_str_mv |
Universidade Nove de Julho (Uninove) |
dc.source.none.fl_str_mv |
Revista de Gestão e Projetos; v. 9, n. 1 (2018): janeiro-abril; 115-129 2236-0972 reponame:Revista Gestão e Projetos (GeP) instname:Universidade Nove de Julho (UNINOVE) instacron:UNINOVE |
instname_str |
Universidade Nove de Julho (UNINOVE) |
instacron_str |
UNINOVE |
institution |
UNINOVE |
reponame_str |
Revista Gestão e Projetos (GeP) |
collection |
Revista Gestão e Projetos (GeP) |
repository.name.fl_str_mv |
Revista Gestão e Projetos (GeP) - Universidade Nove de Julho (UNINOVE) |
repository.mail.fl_str_mv |
gep@uninove.br || editor@revistagep.org || crismonteiro@uninove.br |
_version_ |
1797052864767459328 |