Technology mediated services: an exploratory study of start-ups business model of knowledge intensive services

• Grant number: 17/19138-3
• Support Opportunities: Regular Research Grants
• Start date: February 01, 2018
• End date: January 31, 2020
• Field of knowledge: Applied Social Sciences - Administration - Administration of Specific Sectors
• Principal Investigator: Dimária Silva e Meirelles
• Grantee: Dimária Silva e Meirelles
• Host Institution: Centro de Ciências Sociais e Aplicadas (CCSA). Universidade Presbiteriana Mackenzie (UPM). Instituto Presbiteriano Mackenzie. São Paulo , SP, Brazil
• Associated researchers: Eraldo Genin Fiore ; Felix Hugo Aguero Diaz Leon ; José Carlos Thomaz ; Luciano Augusto Pereira dos Santos ; Nelson Destro Fragoso ; Vinicius Miana Bezerra

Abstract

Services are activities based on a workflow (process nature), which can be performed both from human resources (human labor) and from machines and equipment (mechanical work). This nature of flow makes the service offer simultaneous to demand and therefore non storable, which requires the presence of the user of the service (co-location). However, to the extent that new mediating technologies in the provision of the service are developed, service delivery takes place in real time (online services), breaking down location barriers and allowing the exploitation of economies of scale. At the same time, it allows the customization, which provides the service in its fullness. Broad business opportunities open to the service sector, but there are a number of challenges both from the point of view of technological competence and the formatting of the business model (scalability and appropriability). The overall objective of this research project is to identify the business model solutions adopted by service-intensive service start-ups. More specifically, it seeks to identify the strategies of these companies to create, configure and appropriate value from the exploitation of technological and market opportunities. (AU)