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Service is front stage : positioning services for value advantage / by James Teboul.

By: Material type: TextTextSeries: INSEAD business pressPublication details: Hampshire [England] ; New York : Palgrave Macmillan, 2006.Description: xi, 161 p. ; 24 cmISBN:
  • 9780230006607
Subject(s): Online resources: Review: "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.
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Holdings
Item type Current library Home library Collection Shelving location Call number Status Date due Barcode Item holds
Open Collection Open Collection FIRST CITY UNIVERSITY COLLEGE FIRST CITY UNIVERSITY COLLEGE Open Collection FCUC Library 658.812 TEB 2006 (Browse shelf(Opens below)) Available 00020018
Total holds: 0
Browsing FIRST CITY UNIVERSITY COLLEGE shelves, Shelving location: FCUC Library, Collection: Open Collection Close shelf browser (Hides shelf browser)
658.812 SEW 1990 Customers for life : 658.812 SEW 1990 Customers for life : 658.812 STE 2000 Customer service on the Internet : 658.812 TEB 2006 Service is front stage : 658.812 WEL 1995 Kaizen strategies for customer care : 658.812 WIL 1994 Stop Selling Start Partnering 658.812 WIL 1994 Stop selling, start partnering :

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.

L00436 20/05/08 BUS University Book Store

SJY/003123 11/06/08