Focuses on the client in a management consulting relationship. Argues that any measure of service productivity must include some component that focues on the client side of the service encounter. Client productivity – measurement and structure – requires more attention and research into the stage/backstage issues.
Martin, C., Horne, D. and Chan, W. (2001), "A perspective on client productivity in business‐to‐business consulting services", International Journal of Service Industry Management, Vol. 12 No. 2, pp. 137-158. https://doi.org/10.1108/09564230110387515Download as .RIS
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