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Service is front stage[electronic re...
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Palgrave Connect (Online service)
Service is front stage[electronic resource] :positioning services for value advantage /
紀錄類型:
書目-語言資料,印刷品 : Monograph/item
杜威分類號:
658.8/12
書名/作者:
Service is front stage : positioning services for value advantage // James Teboul.
作者:
Teboul, James,
出版者:
Houndmills [England] ; : Palgrave Macmillan,, 2006.
面頁冊數:
1 online resource (xi, 161 p.) : : ill.
標題:
Customer services - Management.
標題:
Service industries - Management.
標題:
Total quality management.
標題:
Commerci�ele dienstverlening.
標題:
Organisatieontwikkeling.
ISBN:
9780230579477
ISBN:
0230579477
書目註:
Includes bibliographical references (p. 146-149) and index.
內容註:
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.
摘要、提要註:
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.
電子資源:
An electronic book accessible through the World Wide Web; click for information
Service is front stage[electronic resource] :positioning services for value advantage /
Teboul, James,1940-
Service is front stage
positioning 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:
404430
Customer services
--Management.Index Terms--Genre/Form:
336502
Electronic books.
LC Class. No.: HF5415.5 / .T43 2006eb
Dewey Class. No.: 658.8/12
Service is front stage[electronic resource] :positioning services for value advantage /
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