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

Author

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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)

  • 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
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    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. 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.
    Full references (including those not matched with items on IDEAS)

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