Service is front stage : positioning services for value advantage

Resource Information

The work Service is front stage : positioning services for value advantage represents a distinct intellectual or artistic creation found in Massey University Library, University of New Zealand. This resource is a combination of several types including: Work, Language Material, Books.

Label

Service is front stage : positioning services for value advantage

Title remainder

positioning services for value advantage

Statement of responsibility

James Teboul

Creator

• Teboul, James, 1940-

Subject

• Total quality management
• Service industries -- Management
• Customer services -- Management

Language

eng

Summary

"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."--BOOK JACKET

Illustrations

illustrations

Index

index present

Literary form

non fiction

Nature of contents

bibliography

Series statement

INSEAD business press