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.
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the frontstage experience
3 The service triangle
4 The serviceintensity matrix
5 Finding and keeping the fit
6 Quality gaps
7 The three movements of quality
8 Balancing supply and demand
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Air Liquide Airlines alignment approach Automatic teller machine back stage back-stage operations become behavior Benihana Benihana restaurants call center capacity change process Chapter Charles Schwab chef clients Commoditization competitive concept consulting cost culture customer satisfaction customer’s definition of services Delivery gap demand Design gap develop economies of scale elements equipment example expectations experience expertise FIGURE firm Fishbone flexible focus front stage front-stage activities frontline staff Full-service implementation important improvement industrial integration intensity of interaction internal maintenance manufacturing marketing mix Maximizing value McDonald’s Merrill Lynch offer organization outsourcing perception possible projects pure services queue reduce relationship restaurant role segment sell service aspect service mix service proposition service sector service triangle service-intensity matrix simple Six Sigma solution specific standard tangible tion transaction utilization Value creation cycle Value gap waiting Yield management zero defects