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Service is front stagepositioning services for value advantage /

Record Type:	Electronic resources : Monograph/item
Title/Author:	Service is front stageJames Teboul.
Reminder of title:	positioning services for value advantage /
Author:	Teboul, James,
Published:	Houndmills [England] ;Palgrave Macmillan,2006.
Description:	1 online resource (xi, 161 p.) :ill.
Subject:	Customer servicesManagement.
Online resource:	An electronic book accessible through the World Wide Web; click for information
ISBN:	9780230579477

Service is front stagepositioning services for value advantage /
Teboul, James,1940-

Service is front stagepositioning services for value advantage /[electronic resource] :James Teboul. - Houndmills [England] ;Palgrave Macmillan,2006. - 1 online resource (xi, 161 p.) :ill. - INSEAD business press. - INSEAD business press..

Includes bibliographical references (p. 146-149) and index.

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.

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 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.

ISBN: 9780230579477

Standard No.: 10.1057/9780230579477doi

Source: 348784Palgrave Macmillanhttp://www.palgraveconnect.comSubjects--Topical Terms:

221325
Customer services
--Management.Index Terms--Genre/Form:

214472
Electronic books.

LC Class. No.: HF5415.5 / .T43 2006eb

Dewey Class. No.: 658.8/12

Service is front stagepositioning services for value advantage /
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100 1 $a Teboul, James, $d 1940- $3 266317
245 1 0 $a Service is front stage $h [electronic resource] : $b positioning services for value advantage / $c James Teboul.
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300 $a 1 online resource (xi, 161 p.) : $b ill.
490 1 $a INSEAD business press
504 $a Includes bibliographical references (p. 146-149) and index.
505 0 $a 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.
520 $a 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 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.
588 $a Description based on print version record.
650 0 $a Customer services $x Management. $3 221325
650 0 $a Service industries $x Management. $3 200007
650 0 $a Total quality management. $3 181903
650 1 7 $a Commerci�ele dienstverlening. $2 gtt $3 646016
650 1 7 $a Organisatieontwikkeling. $2 gtt $3 454425
655 4 $a Electronic books. $2 local. $3 214472
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776 0 8 $i Print version: $a Teboul, James, 1940- $t Service is front stage. $d Houndmills [England] ; New York : Palgrave Macmillan, 2006 $z 0230006604 $z 9780230006607 $w (DLC) 2006045398 $w (OCoLC)64554692
830 0 $a INSEAD business press. $3 383053
856 4 0 $3 Palgrave Connect $u https://link.springer.com/book/10.1057/9780230579477 $z An electronic book accessible through the World Wide Web; click for information
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