Service is Front Stage: Positioning Services for Value Advantage

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Springer, Sep 29, 2006 - Business & Economics - 161 pages
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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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Contents

1 Toward a new definition of services
4
the frontstage experience
19
3 The service triangle
31
4 The serviceintensity matrix
41
5 Finding and keeping the fit
57
6 Quality gaps
70
7 The three movements of quality
77
8 Balancing supply and demand
99
9 From industrial to professional services
113
10 Managing the change process
127
Conclusion
140
Notes
143
Bibliography on services
146
Index
150
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About the author (2006)

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

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