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Service is Front Stage: Positioning Services for Value Advantage de J. Teboul

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

Autor J. Teboul
en Limba Engleză Hardback – 29 sep 2006
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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Specificații

ISBN-13: 9780230006607
ISBN-10: 0230006604
Pagini: 161
Ilustrații: XI, 172 p.
Dimensiuni: 152 x 229 x 16 mm
Greutate: 0.41 kg
Ediția:2006
Editura: Palgrave Macmillan UK
Colecția Palgrave Macmillan
Seria INSEAD Business Press

Locul publicării:London, United Kingdom

Cuprins

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

Notă biografică

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.