The Provider-Customer Interface In Business And Professional Services: Moment Of Truth, Moment Of Thrust
Published 1992 · Engineering, Economics, Business
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).