Service is Front Stage

Positioning Services for Value Advantage
1. Auflage 2006
ISBN: 978-1-349-28249-4
Verlag: Palgrave Macmillan UK

Buch, Englisch, 172 Seiten, Paperback, Format (B × H): 152 mm x 229 mm, Gewicht: 265 g

Reihe: INSEAD Business Press

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.

Zielgruppe

Research

Autoren/Hrsg.

Teboul, J.

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Management
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Marketing

Inhaltsverzeichnis

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

Über Autor(innen)

JAMES TEBOUL is a professor at INSEAD, France in the field of Operations and Service Management. His main areas of research are supply chain management, quality management and management of services. Teboul has been the Director of the INSEAD International Executive Programme and a consultant to industrial & service organizations. He is a member of the editorial board of the International Journal of Service Industry Management and a leading business author and expert.