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.

• 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

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.

• 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

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.

• 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