INITIATIVES TO USE CUSTOMER KNOWLEDGE IN THE CONTEXT OF PUBLIC SERVICE

A NARRATIVE REVIEW

Authors

  • Lilian Cristiane Silva de Oliveira Universidade Federal de Santa Catarina
  • Gregório Jean Varvakis Rados Universidade Federal de Santa Catarina

Keywords:

customer knowledge, customer knowledge management, public service

Abstract

The paper aims to identify initiatives of customer knowledge utilization in the context of public service through a narrative review with a systematic literature search. It was found that the majority of initiatives found in the articles included in this review were carried out at the governmental level and primarily addressed the sharing of knowledge with and for the customer, with purposes such as promoting innovations, improving service quality, and developing public policies. It is suggested that future research should develop theoretical and empirical studies on the subject of customer knowledge utilization in other service public sectors, especially in sectors with executive and administrative purposes.

Author Biography

Gregório Jean Varvakis Rados, Universidade Federal de Santa Catarina

Possui graduação em Engenharia Mecânica pela Universidade Federal do Rio Grande do Sul (1979), mestrado em Engenharia de Produção pela Universidade Federal de Santa Catarina (1982) e doutorado em Manufacturing Engineering - Loughborough University of Technology (1991). Atualmente é professor titular da Universidade Federal de Santa Catarina, Depto de Engenharia do Conhecimento atuando no ensino da graduação ( Engenharias e Ciência da Informação ) e nos programas de Pógraduação de Engenharia e gestão do conhecimento e Ciencia da Informação . Tem experiência na área de Gestão, com ênfase em Gestão de Processos, Gestão do Conhecimento e Gestão de Organizações de Serviços, atuando principalmente nos seguintes temas: inovação, gestão do conhecimento, produtividade, melhoria contínua, tecnologia de informação e fluxo informacional.

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Published

2023-11-21

How to Cite

Silva de Oliveira, L. C., & Jean Varvakis Rados, G. . (2023). INITIATIVES TO USE CUSTOMER KNOWLEDGE IN THE CONTEXT OF PUBLIC SERVICE: A NARRATIVE REVIEW. International Congress of Knowledge and Innovation - Ciki, 1(1). Retrieved from https://proceeding.ciki.ufsc.br/index.php/ciki/article/view/1445

Issue

2023: Proceedings of the XIII International Congress on Knowledge and Innovation (ciKi) - Preliminary Version

Section

Full Paper

License

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