A, B

• agile methods, 147
• artificial intelligence (AI), 21, 22, 26, 118, 198
• bid/no bid, 68, 92
• Big Data, 118, 175
• business model, 12, 20, 118, 200
• buying criteria, 64, 65, 90

C, D

• call for tenders, 90, 162
• client proximity, 10, 14, 22, 38, 51, 54, 70, 77, 85, 88, 91, 101, 106, 122, 141, 145, 147, 182–184, 198, 208
• competition imperfect, 120
• competitive advantage, 6, 7
• consultation, 79, 91, 122, 153, 154, 159, 162, 164, 171, 174
• corporate culture, 13
• cost structure, 121
• curiosity, 40, 146, 212
• customer data, 20
• intimacy, 121
• journey, 196
• delight, 14, 15
• design thinking, 147
• differentiation, 6, 40, 86, 121, 136–138, 144
• digitalization, 17, 198
• discourse, 9, 23, 26, 28, 54, 62, 82, 94, 122, 137, 138, 155–157, 163, 180
• discourse, 28
• double bind, 68

E, G

• e-procurement, 84
• e-sourcing, 84
• ecosystem, 48, 60, 70–73, 76, 91, 123, 146, 211
• empathy, 54, 162
• employer brand, 210
• entrepreneur, 11, 12, 48, 88, 186
• environmental, social and governance issues (ESG), 124
• equity, 115, 117, 129, 182
• extended firm, 86
• externalities, 132
• globalization, 117

H, I, L

• humility, 77, 178, 212
• industry 4.0, 11, 27, 28, 119
• internal organization system, 30
• leadership, 11, 32, 95, 179, 186–188
• lean management, 190
• legitimacy, 66, 91, 146, 178, 186
• low cost, 118, 121, 123
• loyalty, 8, 88, 104, 181, 186, 196, 209

M, N

• macro-segmentation (see also micro-segmentation), 64
• Maieutician, 89
• micro-segmentation (see also macro-segmentation), 64
• multi-criteria analysis, 93
• net promoter score (NPS), 48, 107
• non-functional benefits, 131

O, P

• opportunism, 50, 51
• over-quality, 14
• perceived value, 131
• physical evidence, 17, 30
• price war, 119
• professional nomadism, 182

R, S

• rating grid, 92
• referencing, 83, 89, 95, 129
• reindustrialization, 27, 28
• relations/relationship, 14, 19, 23, 29, 63, 69, 89, 96, 128, 190
• resilience, 178, 212
• responsible purchasing, 70, 86, 87, 124
• return on investment, 6, 7, 13
• segmentation, 16, 47, 64–66, 68
• services, 148
• contracts, 37
• hidden, 143
• recovery, 193
• servuction, 27, 29
• social responibility, 17, 69
• sourcing (see also e-sourcing), 84, 88, 89, 117
• specificity spatial, 31
• temporal, 31
• stakeholders, 5, 48, 86, 100, 146, 175, 178, 212
• start-up, 11, 12, 88, 90, 136, 204
• sustainable development, 17, 18, 48, 94, 175
• switching cost, 127, 130

T, U, W

• technical specification, 42, 81, 83, 86, 89, 91, 92, 122, 171
• tertiarization, 24, 27
• total cost of ownership (TCO), 127–130
• uberization, 118, 121
• work attitudes, 8
• meaningful, 19