Avaliação de desempenho de sistemas produto-serviço: revisão de literatura e agenda de pesquisa

Suzana Regina Moro, Sandra Rolin Ensslin

Resumo


Com a necessidade de as organizações oferecerem novas soluções para seus clientes, baseadas na mudança de foco no produto para a oferta integrada de soluções que gerem valor, os Sistemas Produto-Serviço representam uma tendência emergente promissora para essas organizações. Contudo, a transição para modelos de servitização necessita que as organizações também mudem a gestão de seus processos e, por consequência, a forma de avaliar seu desempenho. Nesse contexto, esta pesquisa tem por objetivo identificar os trabalhos da área de Sistemas Produto-Serviço que propõem Avaliações de Desempenho e analisá-los sob a perspectiva da literatura conceitual de Avaliação de Desempenho (AD), sugerindo oportunidades de pesquisa futura integrando as duas áreas. Para tal, utilizou-se o instrumento Knowledge Development Process-Constructivist (ProKnow-C) para selecionar a literatura pertinente, além de identificar, analisar e refletir sobre as características das publicações com enfoque na Avaliação de Desempenho. Com base no Portfólio Bibliográfico composto por 30 artigos, foi verificado que a Avaliação de Desempenho de Sistemas Produto-Serviço ainda está em desenvolvimento, e que 50% dos trabalhos utilizam ferramentas de AD para avaliar as soluções Sistemas Produto-Serviço, a maioria de forma qualitativa. É apresentada uma agenda de pesquisa com base nos artigos selecionados, destacando-se que é necessário o desenvolvimento e aprimoramento dos indicadores de desempenho para avaliar as soluções em diversos aspectos, tais como sustentabilidade, desenvolvimento de soluções e processos operacionais e de gestão. Além disso, promover uma mensuração integrada dos aspectos relacionados aos Sistemas Produto-Serviço e seus efeitos, em todas as fases do ciclo de vida do Sistema de Avaliação de Desempenho, mostra-se como lacuna ainda não explorada.

Palavras-chave


Sistema Produto-Serviço. Servitização. Avaliação de Desempenho. Revisão de Literatura. ProKnow-C.

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Referências


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DOI: https://doi.org/10.14488/1676-1901.v18i2.2864

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