Titlebook: Managing Consumer Services; Factory or Theater? Enzo Baglieri,Uday Karmarkar Book 2014 Springer International Publishing Switzerland 2014 B

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Connecting Factory to Theatre: Lessons from a Case Study,pened in 2011 offering a premium quality movie environment with luxuriously comfortable reclining seats, high quality audio-visual technology and a full dining service. It had been profitable in its first year of operation, yet there remained some intriguing challenges posed by the operations becaus

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The Design of Consumer Experiences: Managerial Approaches for Service Companies,rience in discussing the particular nature of services compared to goods, suggesting that the absence of a physical good could leave room for processes and activities in which the role and experiences of the players involved need to be considered.

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Customer Experience and Service Design, of service management. For example, while product design and development have received a great deal of attention, the subject of service design has not been very visible in the research literature. There are many individual designers and design firms famous for their contributions to product design

Memorial

From Service Experiences to Augmented Service Journeys: Digital Technology and Networks in Consumeroth empirical observations and existing theories. We start by illustrating relevant examples and practices (retailing, tourism, education, financial services, restaurants …) in what we consider “digitally augmented services”; services where digital technologies augment the potential for value creati

BOLUS

Rethinking and Improving the Health Care Service Through Interactive Web Technologies,old: to provide a framework of key elements in the value co-creation process (actors, resources, activities and value) and to identify practices for value creation in the health care service context..Five practices are labelled as the outcome of the resource integration process which makes possible

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Factory or Theatre? Towards the Convergence,ey should be managed, marketed, and delivered. However, a significant gap still exists between the significance of services in the world economy and the attention paid to in the Operations Management (OM) literature (Johnston 2005; Metters 2010; Chase and Apte 2007; Heineke and Davis 2007; Metters a

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