Customer Participation in Professional Services Operations And Its Impacts On Flexibility and Costs

This study has its contribution to deepen the understanding about the paradoxical relation between flexibility and costs in the field of operations service strategy and management, approaching the customer participation affects on the professional services. Through a multi-case study...

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Autores principales:	Juliana Barreto, Ricardo Silveira Martins
Formato:	article
Lenguaje:	EN PT
Publicado:	FUCAPE Business School 2018
Materias:	professional service variability capacity management service operations Business HF5001-6182
Acceso en línea:	https://doaj.org/article/db62afeb7d1f4ce595a6deb31394d769
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spelling	oai:doaj.org-article:db62afeb7d1f4ce595a6deb31394d7692021-11-11T15:48:07ZCustomer Participation in Professional Services Operations And Its Impacts On Flexibility and Costs1807-734X10.15728/bbr.2018.15.1.3https://doaj.org/article/db62afeb7d1f4ce595a6deb31394d7692018-01-01T00:00:00Zhttp://www.redalyc.org/articulo.oa?id=123056167003https://doaj.org/toc/1807-734XThis study has its contribution to deepen the understanding about the paradoxical relation between flexibility and costs in the field of operations service strategy and management, approaching the customer participation affects on the professional services. Through a multi-case study with four professional services organizations, using data collection through semi-structured interviews and documentary research, we identified four main sources of variability, namely: customer arrival, the diagnosis of needs, production and implementation and the delivery value analysis. We concluded that the professional services firms prioritize customer participation and this implies to accommodate variability in flexible service operations to meet the most different types of customers without an alignment to the strategic plan for business growth.Juliana BarretoRicardo Silveira MartinsFUCAPE Business Schoolarticleprofessional servicevariabilitycapacity managementservice operationsBusinessHF5001-6182ENPTBBR: Brazilian Business Review, Vol 15, Iss 1, Pp 33-46 (2018)
institution	DOAJ
collection	DOAJ
language	EN PT
topic	professional service variability capacity management service operations Business HF5001-6182
spellingShingle	professional service variability capacity management service operations Business HF5001-6182 Juliana Barreto Ricardo Silveira Martins Customer Participation in Professional Services Operations And Its Impacts On Flexibility and Costs
description	This study has its contribution to deepen the understanding about the paradoxical relation between flexibility and costs in the field of operations service strategy and management, approaching the customer participation affects on the professional services. Through a multi-case study with four professional services organizations, using data collection through semi-structured interviews and documentary research, we identified four main sources of variability, namely: customer arrival, the diagnosis of needs, production and implementation and the delivery value analysis. We concluded that the professional services firms prioritize customer participation and this implies to accommodate variability in flexible service operations to meet the most different types of customers without an alignment to the strategic plan for business growth.
format	article
author	Juliana Barreto Ricardo Silveira Martins
author_facet	Juliana Barreto Ricardo Silveira Martins
author_sort	Juliana Barreto
title	Customer Participation in Professional Services Operations And Its Impacts On Flexibility and Costs
title_short	Customer Participation in Professional Services Operations And Its Impacts On Flexibility and Costs
title_full	Customer Participation in Professional Services Operations And Its Impacts On Flexibility and Costs
title_fullStr	Customer Participation in Professional Services Operations And Its Impacts On Flexibility and Costs
title_full_unstemmed	Customer Participation in Professional Services Operations And Its Impacts On Flexibility and Costs
title_sort	customer participation in professional services operations and its impacts on flexibility and costs
publisher	FUCAPE Business School
publishDate	2018
url	https://doaj.org/article/db62afeb7d1f4ce595a6deb31394d769
work_keys_str_mv	AT julianabarreto customerparticipationinprofessionalservicesoperationsanditsimpactsonflexibilityandcosts AT ricardosilveiramartins customerparticipationinprofessionalservicesoperationsanditsimpactsonflexibilityandcosts
_version_	1718433924803198976

Customer Participation in Professional Services Operations And Its Impacts On Flexibility and Costs

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