Service Is Front Stage: Positioning Services for Value Advantage

Hardcover | October 3, 2006

byJames Teboul

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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. The book uses this distinction systematically to explore all the important issues of the field within a coherent set of concepts and maps, including the service mix, the service triangle and the service-intensity matrix. This is a novel approach to services that challenges the traditional view.

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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. The book uses this distinction systematically to explore all the important issues of the field within a co...

JAMES TEBOUL is Emeritus Professor of Operations Management and Director of the International Executive Programme at INSEAD, France.
Format:HardcoverDimensions:176 pages, 9 × 6 × 0.44 inPublished:October 3, 2006Publisher:Palgrave MacmillanLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0230006604

ISBN - 13:9780230006607

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Table of Contents

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