Relações interorganizacionais e a percepção de valor em serviços de contact center

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dc.contributor.advisorSambiase, Marta Fabiano
dc.contributor.advisor1Latteshttp://lattes.cnpq.br/1235732641318213por
dc.contributor.authorNotarnicola Filho, Onófrio
dc.creator.Latteshttp://lattes.cnpq.br/8527298125093221por
dc.date.accessioned2019-10-08T14:50:35Z
dc.date.accessioned2020-05-28T18:04:38Z
dc.date.available2020-05-28T18:04:38Z
dc.date.issued2019-07-31
dc.description.abstractThe Contact Center, is the environment where this research was developed, is a place where it integrates advanced technology with an effective design in the business processes, and human resources. Since the 1980s, customer service has been disseminated through the advancement of technology companies and telematic products. Initially the service area was part of the company, and then, business configurations started to adopt this service by a hybrid governance model, depending on the level of service expected. Technologies allow service activities to be allocated anywhere; is a geographically mobile industry. The governance models based on outsourcing or partnership evidenced interorganizational relationships as a means of generating value to the participants of the agreement. From the perspective of Resource-Based Vision and Relational View, the interactions established with service providers can become a source of competitiveness. Since the ability to relate can be developed through well-defined management structures, service delivery criteria, skills that promote information exchange, joint problem solving, limited use of power, and other characteristics, one can considered as an intangible resource, valuable for the quality of services, and not easily identified and imitated. For this, we chose to conduct an exploratory-descriptive research, of a qualitative nature, with four distinct companies in the Contact Center sector and the applied technologies: two companies contracted for contact center services, and two contracting companies of these contracting services. The empirical step was organized to capture perceived value in the relationship between companies - Business to Business B2B - companies contracted for services and contracting companies, through semi-structured interviews using two different routes, one for contractors and the second for contractors of services. Finally, the research provided a theoretical contribution to the concept and construct of relational and practical capacity on the characteristics of the potential organizational relational capacity that generates value to clients.eng
dc.formatapplication/pdf*
dc.identifier.citationNOTARNICOLA FILHO, Onófrio. Relações interorganizacionais e a percepção de valor em serviços de contact center. 2019. 139 f. Dissertação (Mestrado em Administração de Empresas) - Universidade Presbiteriana Mackenzie, São Paulo, 2019.por
dc.identifier.urihttp://dspace.mackenzie.br/handle/10899/23682
dc.keywordscontact centereng
dc.keywordsrelational view.eng
dc.keywordsrelational capacityeng
dc.keywordsinterorganizational relationseng
dc.keywordsvalue generationeng
dc.languageporpor
dc.publisherUniversidade Presbiteriana Mackenziepor
dc.rightsAcesso Abertopor
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectcontact centerpor
dc.subjectvisão relacionalpor
dc.subjectcapacidade relacionalpor
dc.subjectrelações interorganizacionaispor
dc.subjectgeração de valorpor
dc.subject.cnpqCNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO::ADMINISTRACAO DE EMPRESASpor
dc.thumbnail.urlhttp://tede.mackenzie.br/jspui/retrieve/19912/ON%c3%93FRIO%20NOTARNICOLA%20FILHO.pdf.jpg*
dc.titleRelações interorganizacionais e a percepção de valor em serviços de contact centerpor
dc.typeDissertaçãopor
local.contributor.board1Mirelles, Dimária Silva e
local.contributor.board2Traverso, Luciana Davi
local.publisher.countryBrasilpor
local.publisher.departmentCentro de Ciências Sociais e Aplicadas (CCSA)por
local.publisher.initialsUPMpor
local.publisher.programAdministração de Empresaspor
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