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Service is Front Stage

Positioning Services for Value Advantage

  • Book
  • © 2006

Overview

Authors:
  1. James Teboul
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Part of the book series: INSEAD Business Press (IBP)

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Table of contents (12 chapters)

  1. Front Matter

    Pages i-xi
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  2. Introduction

    • James Teboul
    Pages 1-3

  3. Toward a New Definition of Services

    • James Teboul
    Pages 4-18

  4. Services: The Front-Stage Experience

    • James Teboul
    Pages 19-30

  5. The Service Triangle

    • James Teboul
    Pages 31-40

  6. The Service-Intensity Matrix

    • James Teboul
    Pages 41-56

  7. Finding and Keeping the Fit

    • James Teboul
    Pages 57-69

  8. Quality Gaps

    • James Teboul
    Pages 70-76

  9. The Three Movements of Quality

    • James Teboul
    Pages 77-98

  10. Balancing Supply and Demand

    • James Teboul
    Pages 99-112

  11. From Industrial to Professional Services

    • James Teboul
    Pages 113-126

  12. Managing the Change Process

    • James Teboul
    Pages 127-139

  13. Conclusion

    • James Teboul
    Pages 140-142

  14. Back Matter

    Pages 143-161
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Keywords

About this book

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 to systematically explore the important issues of the field.

About the author

JAMES TEBOUL is a professor at INSEAD, France in the field of Operations and Service Management. His main areas of research are supply chain management, quality management and management of services. Teboul has been the Director of the INSEAD International Executive Programme and a consultant to industrial & service organizations. He is a member of the editorial board of the International Journal of Service Industry Management and a leading business author and expert.

Bibliographic Information

  • Book Title: Service is Front Stage

  • Book Subtitle: Positioning Services for Value Advantage

  • Authors: James Teboul

  • Series Title: INSEAD Business Press

  • DOI: https://doi.org/10.1057/9780230579477

  • Publisher: Palgrave Macmillan London

  • eBook Packages: Palgrave Business & Management Collection, Business and Management (R0)

  • Copyright Information: Palgrave Macmillan, a division of Macmillan Publishers Limited 2006

  • Hardcover ISBN: 978-0-230-00660-7Published: 29 September 2006

  • Softcover ISBN: 978-1-349-28249-4Published: 27 August 2016

  • eBook ISBN: 978-0-230-57947-7Published: 29 September 2006

  • Series ISSN: 2947-7727

  • Series E-ISSN: 2947-7735

  • Edition Number: 1

  • Number of Pages: XI, 172

  • Topics: Management, Marketing

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