Exploring “deep” and “wide” stakeholder relations in service activity

The aim of this article is to offer readers several useful paths of thought on a “deepened” and “widened” approach to the notion of interface, taking into account several types of stakeholder in the exchange.

Three case studies are developed and organised around those two dimensions which seem essential in interface management.

Since the very essence of service is linked to relations and exchanges, it seems important that the range of stakeholders directly or indirectly influencing service processes should be taken into consideration.

Owing to the multiplicity and complexity of the ties that connect them to the service provider or to clients, the management of these groups is often difficult, involving internal and external cultural considerations. However, a well carried out analysis of these involved parties and ties constitutes a major source of innovation and differentiation on the market of intangibles.