An Interaction Model of Business Service Production and Consumption

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.