The Provider-Customer Interface in Business and Professional Services: Moment of Truth, Moment of Thrust

Jean Gadrey and Faïz Gallouj
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Jean Gadrey: CLERSÉ - Centre Lillois d’Études et de Recherches Sociologiques et Économiques - UMR 8019 - Université de Lille - CNRS - Centre National de la Recherche Scientifique

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Abstract: On the basis of several national an international studies in the field of business and professional services the aim of this paper is to reconsider the core question of provider-customer interface. It first shows that the question of the relationships between internal and external business services may not only be posed in terms of subtitution but also in terms of complementarity and interaction. It then analysis the interface as a moment of truth (ie as a process of interaction, as a form of organization, and as part of both the client's and the consultant's value chain) a moment of trust (based upon various modes of interaction and various logics of interface) and a moment of thrust (thanks to innovation).

Keywords: business services; professional services; interface; interaction; innovation (search for similar items in EconPapers)
Date: 1992-10-23
Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-01113656
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Citations: View citations in EconPapers (3)

Published in « The Service Productivity and Quality Challenge », Wharton School, Philadelphia, Oct 1992, Philadelphia, United States. ⟨10.1080/02642069800000016⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:halshs-01113656

DOI: 10.1080/02642069800000016

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