Service is front stage Positioning services for value advantage. - Ebook. - Originally published in: 2006 - Teboul, James (Palgrave Macmillan, 2006)
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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
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