A influência do nível de participação do cliente na estrutura da rede de fornecimento: estudo de múltiplos casos em serviços ofertados pela Polícia Militar de Minas Gerais

Abstract

The increased customer participation in service processes has been identified as one of the factors that bring new challenges for their management and effectiveness. In face this, the purpose of this article is to understand how the customer participation level affects the service supply network structure. Therefore, we opted for a qualitative study of exploratory and descriptive purpose and based on a study of multiple cases. The findings indicated that the different levels of customer participation in the services process required different configurations of the structure of service supply network.