CUSTOMER PARTICIPATION IN INTENSIVE SERVICE ORGANIZATIONS IN KNOWLEDGE: ANALYSIS OF THE RESEARCH SCENARIO
DOI:
https://doi.org/10.48090/ciki.v1i1.1286Keywords:
Customer Participation, KIBS, Service OrganizationAbstract
This article aims to understand the research scenario on customer participation in service organizations. Therefore, a bibliometric analysis was carried out through the articles found in the Scopus and Web of Science databases. The research is classified as descriptive and uses quantitative methods to analyze the information that was recorded. The survey results indicate that customer participation is closely linked to the company's ability to innovate and the customer's perception of service quality and satisfaction, which requires that it be managed to obtain positive results for both parties.
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