A estrutura das redes de suprimentos em serviços: uma análise à luz das diversas formas de oferta do serviço para o cliente

Abstract

The need for better management of services arising from their peculiar characteristics, their relevance in the economic environment and the challenges introduced by the current context of market exchange in services, especially those that depend on the active participation of customers and suppliers in the search for unique solutions for each customer and better results for both parties, make studies about services relevant and necessary. In face of this and considering that the supply networks are critical mediators to market exchange and it is through the their structure that customers, suppliers and other stakeholders access, adapt and integrate resources in order to create value for themselves and the others involved, this thesis aimed to understand the specifics in the structure of service supply network arising from diversification in the way of offering the service to the customer. To this end, in the light of the foundations of Service-Dominant Logic and Unified Services Theory sought to identify how formalization, centralization and complexity dimensions is presented in the structure of supply network of three services provided by the Military Police of Minas Gerais. Therefore, we conducted a qualitative study with exploratory descriptive purpose and based on embedded multiple case study methodology. The data collection procedures used were semi-structured interviews, direct observation and document analysis. For mapping and analysis of the supply networks, we used the Chart-Process-Network (PCN) Diagram. The field research results pointed out that the formalization, centralization and complexity dimensions of the supply network structure are impacted by the level of customer participation in the service process. Furthermore, was possible to perceive that the strategy adopted in the configuration of each service supply network (functional strategy) was aligned with the model of proposing value offered by the service (corporate strategy). These findings reinforce the issue of the need to recognize the importance of customer participation in service processes and managerial implications of participation advocated by the Unified Service Theory and the Service-Dominant Logic. Additionally, they confirm the relationship between structure and strategy aimed in organizational studies and reaffirm the alignment requirement between the strategies of organizational levels to achieve effectiveness by the organization.