Service is Front Stage - Positioning Services for Value Advantage

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.

List 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

About the author

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.

Summary

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.

Product details

• Authors: J Teboul, J. Teboul
• Publisher: Springer Palgrave Macmillan
• Languages: English
• Product format: Paperback / Softback
• Released: 01.01.2016
• EAN: 9781349282494
• ISBN: 978-1-349-28249-4
• No. of pages: 172
• Dimensions: 169 mm x 236 mm x 11 mm
• Weight: 265 g
• Illustrations: XI, 172 p.
• Series: INSEAD Business Press; INSEAD Business Press
• Subjects: Social sciences, law, business > Business > Management; Marketing, Management, B, Market research, Sales & marketing, Management science, Palgrave Business & Management Collection, interaction;manufacturing;production;service