Service is Front Stage [electronic resource] : Positioning Services for Value Advantage /
Teboul, J.author.
This book contains a simple but powerful 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. Teboul uses this distinction to systematically explore the important issues of the field.
Description based upon print version of record.
Cover; Contents; List of Figures and Tables; Introduction; 1 Toward a new definition of services; 2 Services: the front-stage experience; 3 The service triangle; 4 The service-intensity matrix; 5 Finding and keeping the fit; 6 Quality gaps; 7 The three movements of quality; 8 Balancing supply and demand; 9 From industrial to professional services; 10 Managing the change process; Conclusion; Notes; Bibliography on services; Index
This book contains a simple but powerful 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. Teboul uses this distinction to systematically explore the important issues of the field.
Management.
Marketing.
Management.
Marketing.