Service is Front Stage

Positioning Services for Value Advantage

AvJ. Teboul

Inbunden, Engelska, 2006

Del i serien INSEAD Business Press

567 kr

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Häftad

567 kr

Beskrivning

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.

Produktinformation

Utgivningsdatum:2006-09-29
Mått:152 x 229 x 19 mm
Vikt:411 g
Format:Inbunden
Språk:Engelska
Serie:INSEAD Business Press
Antal sidor:172
Upplaga:2006
Förlag:Palgrave Macmillan
ISBN:9780230006607

Utforska kategorier

Försäljning och marknadsföring inom Ekonomi och Ledarskap

Mer om författaren

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

Innehållsförteckning

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