Teboul, James,  1940- <br/><br/>
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. .
<br/><br/>Includes bibliographical references and index. 
<br/><br/> "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. 
<br/><br/><label>ISBN: </label>9780230006607 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--Management.<br/>Service industries--Management.<br/>Total quality management.