VALUE CO-CREATION AND CUSTOMER SATISFACTION IN PROFESSIONAL EDUCATION: THE CASE OF SENAC-RS

VALUE CO-CREATION AND CUSTOMER SATISFACTION IN PROFESSIONAL EDUCATION: THE CASE OF SENAC-RS

Authors

DOI:

https://doi.org/10.21527/2237-6453.2021.55.11092

Keywords:

Co-creation. Professional education. Service-dominant logic. Customer Satisfaction.

Abstract

In the context of co-creation, the development of an educational environment is not restricted to the classroom, but involves all sectors of a school, with transparency and attention in the customer service. The objective of this article is to analyze how value creation in professional education services influences customer satisfaction. The dimensions of value creation (information search, information sharing, feedback, lesson planning and engagement and satisfaction and recommendation of the school) were identified in the literature, applicable to the process of elaboration and development of professional education courses, construction of instruments for analysis. The methodology used was a case study, addressing two professional qualification courses. The results contribute to a better understanding of value creation in the context of professional education, helping to understand how value creation occurs in classroom experiences and the educational environment in which the client is inserted.

Author Biographies

Leonardo de Paula, Serviço Nacional do Comércio do Rio Grande do Sul (SENAC-RS)

Mestre em Indústria Criativa pela Universidade Feevale. Instrutor do Serviço Nacional do Comércio do Rio Grande do Sul (SENAC-RS).

Serje Schmidt, Universidade Feevale

Doutor em Administração pela Universidade do Rio dos Sinos (Unisinos). Professor da Universidade Feevale.

Maria Cristina Bohnenberger, Feevale University

doutorado pela Universidade das Ilhas Baleares- Espanha (2006), revalidado pela Universidade São Paulo - USP. Atualmente é professora e pesquisadora da Universidade Feevale. É parecerista da Revista Gestão e Desenvolvimento. Foi gestora da qualidade e/ou recursos humanos em empresas, tais como: Calçados Brochier, Associação Gaúcha para a Qualidade e Calçados Dilly. Tem experiência, como consultora, na área de Administração com atuação nos temas de: empreendedorismo, cultura organizacional, clima organizacional, marketing interno e planejamento de recursos humanos.

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Published

2021-08-12

How to Cite

de Paula, L., Schmidt, S., & Bohnenberger, M. C. (2021). VALUE CO-CREATION AND CUSTOMER SATISFACTION IN PROFESSIONAL EDUCATION: THE CASE OF SENAC-RS: VALUE CO-CREATION AND CUSTOMER SATISFACTION IN PROFESSIONAL EDUCATION: THE CASE OF SENAC-RS. Desenvolvimento Em Questão, 19(55), 189–208. https://doi.org/10.21527/2237-6453.2021.55.11092

Issue

Vol. 19 No. 55 (2021): (Abr.-Jun./2021)

Section

Artigos

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