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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| Format: | Article |
| Language: | English |
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FUCAPE Business School
2018-01-01
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| Series: | BBR: Brazilian Business Review |
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| Online Access: | http://www.redalyc.org/articulo.oa?id=123056167003 |
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| _version_ | 1825207298392326144 |
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| author | Juliana Barreto Ricardo Silveira Martins |
| author_facet | Juliana Barreto Ricardo Silveira Martins |
| author_sort | Juliana Barreto |
| collection | DOAJ |
| 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 |
| id | doaj-art-db62afeb7d1f4ce595a6deb31394d769 |
| institution | Kabale University |
| issn | 1807-734X |
| language | English |
| publishDate | 2018-01-01 |
| publisher | FUCAPE Business School |
| record_format | Article |
| series | BBR: Brazilian Business Review |
| spelling | doaj-art-db62afeb7d1f4ce595a6deb31394d7692025-02-06T23:39:32ZengFUCAPE Business SchoolBBR: Brazilian Business Review1807-734X2018-01-01151334610.15728/bbr.2018.15.1.3Customer Participation in Professional Services Operations And Its Impacts On Flexibility and CostsJuliana BarretoRicardo Silveira MartinsThis 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.http://www.redalyc.org/articulo.oa?id=123056167003professional servicevariabilitycapacity managementservice operations |
| spellingShingle | Juliana Barreto Ricardo Silveira Martins Customer Participation in Professional Services Operations And Its Impacts On Flexibility and Costs BBR: Brazilian Business Review professional service variability capacity management service operations |
| title | 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_short | 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 |
| topic | professional service variability capacity management service operations |
| url | http://www.redalyc.org/articulo.oa?id=123056167003 |
| work_keys_str_mv | AT julianabarreto customerparticipationinprofessionalservicesoperationsanditsimpactsonflexibilityandcosts AT ricardosilveiramartins customerparticipationinprofessionalservicesoperationsanditsimpactsonflexibilityandcosts |