Service is Front Stage
eBook - PDF

Service is Front Stage

Positioning Services for Value Advantage

  1. English
  2. PDF
  3. Available on iOS & Android
eBook - PDF

Service is Front Stage

Positioning Services for Value Advantage

About this book

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.

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Yes, you can access Service is Front Stage by J. Teboul in PDF and/or ePUB format, as well as other popular books in Business & Management. We have over one million books available in our catalogue for you to explore.

Information

Year
2006
Print ISBN
9780230006607
eBook ISBN
9780230579477
Subtopic
Management

Table of contents

  1. Cover
  2. Contents
  3. List of Figures and Tables
  4. Introduction
  5. 1 Toward a new definition of services
  6. 2 Services: the front-stage experience
  7. 3 The service triangle
  8. 4 The service-intensity matrix
  9. 5 Finding and keeping the fit
  10. 6 Quality gaps
  11. 7 The three movements of quality
  12. 8 Balancing supply and demand
  13. 9 From industrial to professional services
  14. 10 Managing the change process
  15. Conclusion
  16. Notes
  17. Bibliography on services
  18. Index