Caracterização e análise de redes da cadeia de suprimentos de serviços de atendimento aos alunos em uma instituição de ensino superior
Year: 2026
Type: article
Abstract: This study characterizes and analyzes the Student Service Supply Chain (SSSC) of a private Higher Education Institution in Paraná, Brazil, focusing on ICT-related programs. A mixed-methods single-case study combined semi-structured interviews, on-site observations, institutional records, and Social Network Analysis using UCINET. The network comprised 15 actors and presented a density of 40.95%, indicating intermediate connectivity. The Journey Coordinator (CO) showed the highest degree-related value (25.000), the highest betweenness centrality (27.574), and the lowest reported distance value (16.000), evidencing a highly central and intermediary structural position. The findings reveal uneven relationship distribution and dependence on a limited number of actors, particularly CO. The study contributes by integrating structural, relational, and cognitive perspectives in higher education service supply chains. Managerially, the results support clearer service routing, stronger interdepartmental coordination, and better distribution of responsibilities, while digital integration technologies are suggested as future improvement opportunities.
Institution: Universidade Estadual de Maringá
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7225253405
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