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|Title:||A PERCEPÇÃO DA TRANSMISSÃO DO CONHECIMENTO NAS REDES SOCIAIS INFORMAIS (RSI) DE ATENDIMENTO AO CLIENTE: ESTUDO EM UMA EMPRESA PÚBLICA DE TECNOLOGIA DA INFORMAÇÃO E COMUNICAÇÃO|
|Other Titles:||THE PERCEPTION OF TRANSMISSION OF KNOWLEDGE IN INFORMAL SOCIAL NETWORKS (SNA)OF ATTENTION TO THE COSTUMER: A STUDY IN A PUBLIC COMPANY OF TECHNOLOGY OF INFORMATION AND COMMUNICATION|
|Keywords:||Gestão do Conhecimento; Redes Sociais; Análise de Redes Sociais (ARS); Análise de Redes Organizacionais (ARO); Inovação; Cocriação de valor; Knowledge Management; Social Networks; Social Network Analysis (SNA); Organizational Network Analysis; Innovation; Co-create value|
|Abstract:||Companies evolve according to the existing knowledge, the social networks, that involve the organizations, become more evident for the importance of its relationships. The interactions of the many actors, that exist in interdependent networks, is of the utmost importance to generating new solutions that address the customers´ and the organizations´ expectations. The permeability with the environment is a key factor to the processes of knowledge acquisition, exchange and diffusion. Aiming to understand how the organizational networks behave in the process of customer service, the technique of Social Network Analysis will be used to map the knowledge transfer process.|
|Appears in Collections:||TEDE sem arquivo|
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