Service is Front Stage: Positioning Services for Value Advantage

by J. Teboul

Overview

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.

Product Details

ISBN-13:	9780230006607
Publisher:	Palgrave Macmillan UK
Publication date:	09/29/2006
Series:	INSEAD Business Press
Edition description:	2006
Pages:	172
Product dimensions:	5.98(w) x 9.02(h) x 0.02(d)

About the Author

JAMES TEBOUL is a professor at INSEAD, France in the field of Operations and Service Management. His main areas of research are supply chain management, quality management and management of services. Teboul has been the Director of the INSEAD International Executive Programme and a consultant to industrial & service organizations. He is a member of the editorial board of the International Journal of Service Industry Management and a leading business author and expert.

Table of Contents

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