Avaliação da viabilidade de mapeamento das tarefas do consumidor em processos de serviços.

Abstract

At the end of the research, it is concluded that the construction and application of Consumption Map for service processes of "do it yourself" type, either in remote interaction mode or in face-to-face interaction mode are feasible and that the main difficulties in the construction of the maps refer to the time required for data collection and the adherence of participants to the research. Also, proposals for the development of future research related to the topic covered in this dissertation are listed.