Читать книгу A Customer-oriented Manager for B2B Services - Valerie Mathieu - Страница 49

Servuction⁸ is one of the founding models in service management and remains an essential reference for understanding the reality and challenges of service at both a marketing and managerial level. This neologism, formed from the terms service and production, indicates the production system of a service. The model identifies the key elements necessary to produce a service and highlights the major role of the customer and the resulting managerial implications. The servuction model is shown in Figure 2.1.