Servuction, marketing des services et technologies

Annie Munos
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Annie Munos: MKT - Marketing - EESC-GEM Grenoble Ecole de Management

Working paper serie RMT - Grenoble Ecole de Management from HAL

Abstract: The aim of this article is to establish the current position concerning the structural, organisational, conceptual and marketing concepts which use technologies in service manufacturing and delivery systems, such as were originally conceived by P. Eiglier and E. Langeard in 1987. The idea of this research is to show that the sudden appearance of so many NTIC in service companies once again questions the existence of a model of unique and universal service manufacturing and gives rise to other models, management principles and new, even complementary, concepts for the current delivery system. In addition, the NTIC brand and foreshadow new ways of organising service delivery, an extension of the basic principles of services marketing and the relationship with the client.

Date: 2000
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