Service is Front Stage

Service is Front Stage

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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.Positioning Services for Value Advantage James Teboul. In thiscase, even ifToyota provides a good car, it may losethe loyaltyof its customers if thedealer does abad job. On the other hand, the dealermay help Toyota recover if thecustomer isanbsp;...

Title:Service is Front Stage
Author: James Teboul
Publisher:Palgrave Macmillan - 2006-09-29

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