Service Is Front Stage: Positioning Services for Value
ISBN: , SKU: , AUTHOR: Teboul, James, PUBLISHER: Palgrave MacMillan, 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. The book uses this distinction systematically to explore all 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.