Service is front stage :
Teboul, James, 1940-
Service is front stage : positioning services for value advantage / by James Teboul. - Hampshire [England] ; New York : Palgrave Macmillan, 2006. - xi, 161 p. ; 24 cm. - INSEAD business press. .
Includes bibliographical references and index.
"This book contains a simple but powerful definition of services, based on a separation between back-stage and front-stage activities. Services deal with front-stage interactions, production, and manufacturing with back-stage operations. Teboul uses this distinction systematically to explore the important issues of the field within a coherent set of concepts and maps, including the service mix, the service triangle, and the service-intensity matrix. This is a novel approach to services that challenges the traditional view."--BOOK JACKET.
9780230006607
Customer services--Management.
Service industries--Management.
Total quality management.
Service is front stage : positioning services for value advantage / by James Teboul. - Hampshire [England] ; New York : Palgrave Macmillan, 2006. - xi, 161 p. ; 24 cm. - INSEAD business press. .
Includes bibliographical references and index.
"This book contains a simple but powerful definition of services, based on a separation between back-stage and front-stage activities. Services deal with front-stage interactions, production, and manufacturing with back-stage operations. Teboul uses this distinction systematically to explore the important issues of the field within a coherent set of concepts and maps, including the service mix, the service triangle, and the service-intensity matrix. This is a novel approach to services that challenges the traditional view."--BOOK JACKET.
9780230006607
Customer services--Management.
Service industries--Management.
Total quality management.