IDEAS home Printed from https://ideas.repec.org/p/hal/journl/halshs-01113656.html
   My bibliography  Save this paper

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

Author

Listed:
  • 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)

  • Faïz Gallouj

    (CLERSÉ - Centre Lillois d’Études et de Recherches Sociologiques et Économiques - UMR 8019 - Université de Lille - CNRS - Centre National de la Recherche Scientifique)

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).

Suggested Citation

  • Jean Gadrey & Faïz Gallouj, 1992. "The Provider-Customer Interface in Business and Professional Services: Moment of Truth, Moment of Thrust," Post-Print halshs-01113656, HAL.
    • Handle: RePEc:hal:journl:halshs-01113656
    DOI: 10.1080/02642069800000016
    Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-01113656
    as

    Download full text from publisher

    File URL: https://shs.hal.science/halshs-01113656/document
    Download Restriction: no
    File URL: https://libkey.io/10.1080/02642069800000016?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    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. Faïz Gallouj, 1994. "Economie de l'innovation dans les services," Post-Print hal-01111989, HAL.
    4. Panzar, John C & Willig, Robert D, 1981. "Economies of Scope," American Economic Review, American Economic Association, vol. 71(2), pages 268-272, May.
    5. 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.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Jean Gadrey & Faïz Gallouj, 1998. "The Provider-Customer Interface in Business and Professional Services," The Service Industries Journal, Taylor & Francis Journals, vol. 18(2), pages 01-15, April.
    2. Faïz Gallouj & Maria Savona, 2010. "Towards a Theory of Innovation in Services: A State of the Art," Chapters, in: Faïz Gallouj & Faridah Djellal (ed.), The Handbook of Innovation and Services, chapter 1, Edward Elgar Publishing.
    3. Jon Sundbo & Faïz Gallouj, 1998. "Innovation as a loosely coupled system in services," Post-Print halshs-01113675, HAL.
    4. Gallouj, Faiz & Weinstein, Olivier, 1997. "Innovation in services," Research Policy, Elsevier, vol. 26(4-5), pages 537-556, December.
    5. Gallouj, Faiz, 2002. "Innovation in services and the attendant old and new myths," Journal of Behavioral and Experimental Economics (formerly The Journal of Socio-Economics), Elsevier, vol. 31(2), pages 137-154.
    6. Faridah Djellal & Faïz Gallouj, 1998. "Innovation in service industries in France: results of a postal survey," Working Papers hal-01111909, HAL.
    7. Marie-Christine Monnoyer-Longé, 2010. "Entrepreneurship and Service Innovation: A Challenge for Local Development," Chapters, in: Faïz Gallouj & Faridah Djellal (ed.), The Handbook of Innovation and Services, chapter 24, Edward Elgar Publishing.
    8. Jon Sundbo & Faïz Gallouj, 1998. "Innovation in services in seven European countries: the results of work packages 3-4 of the SI4S project," Working Papers hal-01111911, HAL.
    9. Faridah Djellal & Faïz Gallouj, 2010. "Beyond productivity strategies in services," Journal of Innovation Economics, De Boeck Université, vol. 0(1), pages 89-104.
    10. Faridah Djellal & Camal Gallouj & Faïz Gallouj, 2004. "De l'hôpital-fonction de production à l'hôpital service complexe et noeud de réseaux : Les différentes facettes de l'innovation hospitalière," Post-Print halshs-01247786, HAL.
    11. Djellal, Faridah & Gallouj, FaIz, 2005. "Mapping innovation dynamics in hospitals," Research Policy, Elsevier, vol. 34(6), pages 817-835, August.
    12. Marja Toivonen, 2010. "Different Types of Innovation Processes in Services and their Organisational Implications," Chapters, in: Faïz Gallouj & Faridah Djellal (ed.), The Handbook of Innovation and Services, chapter 10, Edward Elgar Publishing.
    13. Faridah Djellal & Faïz Gallouj, 1999. "Services and the search for relevant innovation indicators: a review of national and international surveys," Science and Public Policy, Oxford University Press, vol. 26(4), pages 218-232, August.
    14. Faïz Gallouj & Paul Windrum, 2009. "Services and services innovation," Journal of Evolutionary Economics, Springer, vol. 19(2), pages 141-148, April.
    15. Faridah Djellal & Faïz Gallouj, 2002. "A propos de la nature de l'innovation dans les services : les enseignements d'une enquête postale," Post-Print halshs-00198321, HAL.
    16. Jean Philippe & Pierre-Yves Léo, 2010. "Innovation and Internationalization: A Dynamic Coupling for Business-to-Business Services," Chapters, in: Faïz Gallouj & Faridah Djellal (ed.), The Handbook of Innovation and Services, chapter 21, Edward Elgar Publishing.
    17. Faridah Djellal & Faïz Gallouj, 2008. "Innovation in services and entrepreneurship: beyond industrialist and technologist concepts of sustainable development," Post-Print halshs-01113906, HAL.
    18. Faïz Gallouj, 1998. "Les trajectoires de l’innovation dans les services : vers un enrichissement des taxonomies évolutionnistes," Post-Print halshs-01114020, HAL.
    19. Faïz Gallouj & Maria Savona, 2009. "Innovation in services: a review of the debate and a research agenda," Journal of Evolutionary Economics, Springer, vol. 19(2), pages 149-172, April.
    20. Faridah Djellal & Faïz Gallouj, 2001. "Patterns of innovation organisation in service firms: postal survey results and theoretical models," Science and Public Policy, Oxford University Press, vol. 28(1), pages 57-67, February.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:halshs-01113656. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.