Purpose

This tribute to Dr Pierre Eiglier, who passed in February 2020, was prepared for the “17th International Research Conference in Service Management 2022” in La Londe les Maures, France. Tribute is defined as, “an act, statement, or gift intended to show gratitude, respect, or admiration”.

Design/methodology/approach

Sampled Pierre's publications; consulted the 1993 Journal of Retailing “Special Services Issue” on the evolution of the field; collected reflections from another founder and two of Pierre's former doctoral students who have helped co-chair the La Londe conference and drew from my own interactions with Pierre over the years at La Londe.

Findings

In the mid-1970s, Pierre was one of the first to specify the unique characteristics of services vs products, and the implications and introduced, with Eric Langeard, the “servuction” (service production) model, highlighting customer participation in the servuction process and determinants of the service experience. Pierre continually applied a synthesis of systems thinking, researcher–practitioner interaction, and interdisciplinary/cross-functional perspectives.

Practical implications

Pierre's contributions came at a time when marketing practice was geared largely toward products/goods, yet the service sector was growing. Pierre's pioneering framing, along with other founders, of service attributes, service models, and the service experience had much-needed implications for services marketing practice.

Originality/value

This detailed tribute to a service field founder is, regrettably, quite original; too rare. There is value in revisiting these founding contributions which often were broader and more interdisciplinary in perspective than now.

中文翻译：

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致敬Dr Pierre Eiglier：具有永恒服务智慧的服务领域创始人

目的

这篇向 2020 年 2 月去世的 Pierre Eiglier 博士致敬的文章是为在法国 La Londe les Maures 举行的“2022 年第 17 届服务管理国际研究会议”准备的。致敬被定义为“旨在表示感谢、尊重或钦佩的行为、声明或礼物”。

设计/方法/途径

抽样皮埃尔的出版物; 查阅 1993 年零售杂志“特殊服务问题”关于该领域的演变；收集了另一位创始人和 Pierre 的两名前博士生的感想，他们帮助共同主持了 La Londe 会议，并借鉴了我多年来在 La Londe 与 Pierre 的互动。

发现

在 20 世纪 70 年代中期，皮埃尔是第一个详细说明服务与产品的独特特征及其含义的人之一，并与埃里克·兰格德一起引入了“服务”（服务生产）模型，强调客户参与服务过程和服务体验的决定因素。皮埃尔不断综合运用系统思维、研究人员与从业者的互动以及跨学科/跨职能的观点。

实际影响

皮埃尔的贡献出现在营销实践主要面向产品/商品的时代，而服务行业正在增长。皮埃尔与其他创始人一起开创性地构建了服务属性、服务模型和服务体验，这对服务营销实践产生了急需的影响。

原创性/价值

遗憾的是，这种对服务领域创始人的详细致敬非常新颖；太罕见了。重新审视这些创始贡献是有价值的，这些贡献通常比现在更广泛、更跨学科。