Читать книгу A Customer-oriented Manager for B2B Services - Valerie Mathieu - Страница 59

Simultaneity is a direct consequence of servuction. It indicates that the service is performed and consumed at the same time. The front-line employees are at the heart of this simultaneity, interacting more or less strongly depending on the nature of the service. Hence, the customer attaches so much importance to the service process. The challenge of this simultaneity is to manage this interaction between the service employees and the customer in the best possible way so that it brings value to both the company and its customer.