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Service is front stage = positioning services for value advantage /

Record Type:	Electronic resources : Monograph/item
Title/Author:	Service is front stage/ James Teboul.
Reminder of title:	positioning services for value advantage /
Author:	Teboul, James,
Published:	Houndmills [England] ;Palgrave Macmillan, : 2006.,
Description:	1 online resource (xi, 161 p.) :ill. :
Subject:	Customer services - Management. -
Online resource:	An electronic book accessible through the World Wide Web; click for information
ISBN:	9780230579477

Service is front stage = positioning services for value advantage /
Teboul, James,1940-

Service is front stagepositioning services for value advantage /[electronic resource] :James Teboul. - Houndmills [England] ;Palgrave Macmillan,2006. - 1 online resource (xi, 161 p.) :ill. - INSEAD business press. - INSEAD business press..

Includes bibliographical references (p. 146-149) and index.

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.

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 systematically to explore 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.

ISBN: 9780230579477

Standard No.: 10.1057/9780230579477doi

Source: 348784Palgrave Macmillanhttp://www.palgraveconnect.comSubjects--Topical Terms:

122144
Customer services
--Management.Index Terms--Genre/Form:

96803
Electronic books.

LC Class. No.: HF5415.5 / .T43 2006eb

Dewey Class. No.: 658.8/12

Service is front stage = positioning services for value advantage /
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245 1 0 $a Service is front stage $h [electronic resource] : $b positioning services for value advantage / $c James Teboul.
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300 $a 1 online resource (xi, 161 p.) : $b ill.
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