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Service Is Front Stage Positioning Services for Value Advantage

ISBN-10: 0230006604

ISBN-13: 9780230006607

Edition: 2006

Authors: James Teboul

List price: $74.99
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Description:

This volume contains a definition of services based upon a separation between back-stage and front-stage activities. Services deal with front interactions, production, and manufacturing with back-stage operations. This book uses this distinction to explore the issues of the field.
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Book details

List price: $74.99
Copyright year: 2006
Publisher: Palgrave Macmillan
Publication date: 9/29/2006
Binding: Hardcover
Pages: 172
Size: 6.50" wide x 9.50" long x 0.75" tall
Weight: 0.902
Language: English

JAMES TEBOUL is Emeritus Professor of Operations Management and Director of the International Executive Programme at INSEAD, France.

Toward a New Definition of Services
Services: The Front-Stage Experience
The Service Triangle
The Service-Intensity Matrix
Finding and Keeping the Fit
The Three Movements of Quality
Balancing Supply and Demand
From Industrial to Professional Services
Managing the Change Process
Conclusion Toward a New Definition of Services
Services: The Front-Stage Experience
The Service Triangle
The Service-Intensity Matrix
Finding and Keeping the Fit
The Three Movements of Quality
Balancing Supply and Demand
From Industrial to Professional Services
Managing the Change Process
Conclusion