Strengthening the culture of service in the oil industry was the first contact with the servitization construct of Antonio Pérez Márquez when he assumed with his team of consultants-facilitators the design and execution of the corporate Service Management and Marketing Program as an organizational challenge to achieve the vision of “an energy corporation of world reference par excellence.” In his book “Implosión Corporativa” (www.amazon.com), the scope and results of this business initiative are detailed.
The value of service in organizational performance was known by Pérez Márquez from training and practice from his management functions in the areas of human resources, marketing, and corporate communication in the oil sector; of its entrepreneurial initiatives of consulting and training in management and marketing of services (Instituto del Servicio al Cliente, Invermark Consultores y Soluciones CRM) in the manufacturing and services sectors; and its university teaching activities in recognized academies in the Latin American region: design, facilitation, and execution of projects, programs, and advanced degrees in Service Business Administration and Service Management and Engineering.
The specialized magazine “Contacto con el Cliente” served as an expression for Antonio Pérez Márquez to disseminate the events and advance the knowledge of the service, its practice, and results in the business field. His current academic and research activity on the subject make this edition possible and the subsequent transfer of research outcomes to industrial fields in the near future.