An Interaction Model of Business Service Production and Consumption

PATRICK N. O'FARRELL · L. A. R. Moffat

79 citations0/0 files storedBritish Journal of Management

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Service and Product Innovation Customer Service Quality and Loyalty Outsourcing and Supply Chain Management

Abstract

SUMMARY This paper develops a conceptual framework and model of the production and consumption of a business service. The model captures the interacting and dynamic nature of relationships between individuals both within and between client and supplier firms. The role played by the client during the different phases of production of the service will influence the degree to which the final service delivered meets the customer's specifications and the probability of implementation. Some empirical evidence of the complex interactions that occur in the creation of business services is presented and is used to suggest a modified typology of business services.

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References

1987Developing Buyer-Seller Relationships 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter 1967Industrial buying and creative marketing 1972A General Model for Understanding Organizational Buying Behavior 1973A Model of Industrial Buyer Behavior 1984International marketing and purchasing of industrial goods 1986Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation 1979Toward a Concept of Domesticated Markets

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