| Document Type
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BL
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| Record Number
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1002915
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| Doc. No
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b757285
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| Main Entry
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Teboul, James,1940-
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| Title & Author
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Service is front stage : : positioning services for value advantage /\ James Teboul.
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| Publication Statement
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Houndmills [England] ;New York :: Palgrave Macmillan,, 2006.
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| Series Statement
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INSEAD business press
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| Page. NO
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xi, 161 pages :: illustrations ;; 25 cm.
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| ISBN
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0230006604
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: 0230579477
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: 9780230006607
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: 9780230579477
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| Bibliographies/Indexes
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Includes bibliographical references (pages 146-149) and index.
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| Abstract
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"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."--Jacket.
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| Subject
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Customer services-- Management.
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| Subject
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Service industries-- Management.
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| Subject
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Total quality management.
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Customer services-- Management.
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| Subject
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Service industries-- Management.
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| Subject
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Total quality management.
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| Subject
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Commerciële dienstverlening.
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| Subject
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Organisatieontwikkeling.
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5415.5.T43 2006
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| NLM classification
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85.40bcl
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