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RISS 인기검색어
- 검색키워드
- 저자 : Luís Felipe Maldaner (검색결과 2 건)
- 무료
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Dot Idea (.IDEA): A New Concept for an Incubation Program and Open Innovation Based on User Needs
Luís Felipe Maldaner,Luísa Simon,Carlos Eduardo de Souza Aranha 세계과학도시연합 2018 World Technopolis Review Vol.7 No.2
This paper discussed the application process of the Dot Idea program. The Dot Idea program is an incubation and open innovation program co-created by Unitec, an incubator at Tecnosinos Tech Park, and an SAP innovation team. The main objective of this study was to cover an existing gap in the literature regarding the practical application of an open innovation methodology. Many companies seek interaction with external parties to enable advancement toward identified innovation opportunities. Technology clusters, parks, and incubators have played an important role in promoting connections and interaction. Consequently, the Dot Idea program emerged as a result of a joint effort to create a program using a design science research methodology aiming to foster new businesses and strengthen Brazil and Latin America as a hub to develop new solutions for traditional organizations. In regards to lessons learned, the Dot.health trial had some success but also experienced difficulties; these related to the relationships between startups and a hospital’s internal teams, and startups’ needs to be funded from the beginning in order to be fully dedicated to a project.
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Banco do Brasil – Individual Entity Customer Satisfaction with the Digital Relationship Model
Fabiano Mattana,Luís Felipe Maldaner,Guilherme Luis Roeche Vaccaro,Luciano Mattana 세계과학도시연합 2019 World Technopolis Review Vol.8 No.2
The main objective of this study was to investigate the customer’s satisfaction level with the digital relationship model of Banco do Brasil Exclusive Business Offices situated in Rio Grande do Sul. Banco do Brasil is one of the largest Brazilian and global financial institutions and conducted a restructuring customer’s relationship model since 2015, creating new specific service structures for certain segments, among them exclusive offices. This research had a qualitative step with an internal documentary analysis about the company and a semi-structured interview with manager’s offices, in order to check the strategy and the foundations of business model, as well as identify perceptions and the difficulties in implementing this new structure. The quantitative step held the findings about customer satisfaction level in relation to the quality of services provided by offices, through an electronic survey based on the Servqual Scale developed by Parasuraman et al. (1988), which measures the difference between customer’s expectations and perception in five dimensions: tangibility, reliability, understanding, safety and empathy. The results shown that Banco do Brasil customers´ are satisfied with services offered through the digital model and the new business structure, in which is offered a humanized service together with the best technology. It was found, also, that digital probably would not replace the physical world, but they complement one another. Digital offices and physical agencies will coexist, improving value proposition delivery and better customers experience, satisfy them and build their loyalty.
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