Titlebook: Service is Front Stage; Positioning Services James Teboul Book 2006 Palgrave Macmillan, a division of Macmillan Publishers Limited 2006 int

GRIN

Toward a New Definition of Services,The service sector is the dominant part of the economy, and yet its exact nature is poorly defined.

是限制

The Service Triangle,The previous chapter illustrated the importance of understanding two types of business activity: back-stage activities that focus on the making of products, and front-stage activities that focus on service, the interaction between frontline personnel and customers. These two need to be aligned in spite of their differences.

抛媚眼

CRACY

Toxoid-Vaccines

Quality Gaps,Quality of service is different from quality of product. No matter how much care is taken in designing the service on paper, in testing it and in delivering it, what customers perceive is quite different from the original proposition. Again, the service triangle will be a good instrument to bring the resulting quality gaps to the fore.

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Infirm

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Service is Front Stage978-0-230-57947-7Series ISSN 2947-7727 Series E-ISSN 2947-7735

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considerable

Book 2006This 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 to systematically explore the important issues of the field.