Bibliographic citations
Ricaldi, M., Palacios, J. (2022). El impacto de la colaboración de los clientes y de los colaboradores en los procesos de innovación y productividad en empresas del sector servicios [Trabajo de Suficiencia Profesional, Universidad Peruana de Ciencias Aplicadas (UPC)]. http://hdl.handle.net/10757/668355
Ricaldi, M., Palacios, J. El impacto de la colaboración de los clientes y de los colaboradores en los procesos de innovación y productividad en empresas del sector servicios [Trabajo de Suficiencia Profesional]. PE: Universidad Peruana de Ciencias Aplicadas (UPC); 2022. http://hdl.handle.net/10757/668355
@misc{sunedu/3439528,
title = "El impacto de la colaboración de los clientes y de los colaboradores en los procesos de innovación y productividad en empresas del sector servicios",
author = "Palacios Ccesa, Janet Vanessa",
publisher = "Universidad Peruana de Ciencias Aplicadas (UPC)",
year = "2022"
}
The objective of the research was to compare different positions of the authors, which allowed finding controversies as relevant topics for innovation and productivity processes in the four sub-themes of customer participation, employee participation, customer and employee participation, innovation and productivity in the service sector. It also made it possible to identify the types of positive and negative impact of customer and employee participation, as well as to analyze the context that facilitates their participation and to what extent it is optimal in the aforementioned processes. This is the reason for the present work. The methodology employed was to review 32 ad hoc articles on the research topic. Also, the influence of intrinsic and extrinsic factors for optimal collaboration in innovation and productivity processes was determined. The work recognizes the evolution of customer and employee collaboration to an interactive environment (co-creation of value). It is concluded that to generate experiences (beyond the desires of customers and employees) is to satisfy their expectations. Innovation is present in the achievement of this driven by the organizational culture, and with it, productivity in service firms. If it is permanent and sustainable, it would establish loyalty to the organization, recommendation, positive impact and profitability.
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