The authors use this case study to investigate four interaction processes between this customer and four suppliers covering three types of business services. One of these is a semi-manufactured service – a drilling service. Two of these concern instrumental services – one is an engineering/construction service and the other involves the management of a stock of piping materials. The final process relates to a consumption service in terms of waste management. The authors find that the interaction processes in these cases are different from each other in a systematic and predictable way. The authors’ conclusion is that the ongoing interaction is a vital part of the selling and buying of business services and that the process will be closely related to structural aspects such as key objectives, functional representatives and organizational capabilities.
|Number of pages||22|
|Publication status||Published - 2008|