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The Provider-Customer Interface in Business and Professional Services

Listed author(s):
  • Jean Gadrey
  • Faïz Gallouj

On the basis of several nationalandinternational studies in thefield of business and professional services the aim of this paperistoreconsider 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 substitution but also in terms of complementarity and interaction. It then analyses the interface as a ‘moment of truth’(i.e. as a process of interaction, as a form of organisation, 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).

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File URL: http://hdl.handle.net/10.1080/02642069800000016
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Article provided by Taylor & Francis Journals in its journal The Service Industries Journal.

Volume (Year): 18 (1998)
Issue (Month): 2 (April)
Pages: 01-15

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Handle: RePEc:taf:servic:v:18:y:1998:i:2:p:01-15
DOI: 10.1080/02642069800000016
Contact details of provider: Web page: http://www.tandfonline.com/FSIJ20

Order Information: Web: http://www.tandfonline.com/pricing/journal/FSIJ20

References listed on IDEAS
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  1. Camal Gallouj & Faïz Gallouj, 1996. "L'innovation dans les services," Post-Print hal-01111983, HAL.
  2. Jean Gadrey & Faïz Gallouj & Olivier Weinstein, 1995. "New modes of innovation: how services benefit industry," Post-Print halshs-01114102, HAL.
  3. Sundbo, Jon, 1994. "Modulization of service production and a thesis of convergence between service and manufacturing organizations," Scandinavian Journal of Management, Elsevier, vol. 10(3), pages 245-266, September.
  4. Faïz Gallouj, 1994. "Economie de l'innovation dans les services," Post-Print hal-01111989, HAL.
  5. Panzar, John C & Willig, Robert D, 1981. "Economies of Scope," American Economic Review, American Economic Association, vol. 71(2), pages 268-272, May.
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