Description

Book Synopsis
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.

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

Service is Front Stage Positioning Services for Value Advantage INSEAD Business Press

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    A Hardback by J. Teboul

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      View other formats and editions of Service is Front Stage Positioning Services for Value Advantage INSEAD Business Press by J. Teboul

      Publisher: Palgrave MacMillan UK
      Publication Date: 9/29/2006 12:00:00 AM
      ISBN13: 9780230006607, 978-0230006607
      ISBN10: 0230006604
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      Description

      Book Synopsis
      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.

      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

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