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Managing Consumer Services

Factory or Theater?

Editors: Baglieri, Enzo, Karmarkar, Uday (Eds.)

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  • Presents an innovative perspective for both researchers and practitioners in service management
  • Based on a global point of view and a multi-disciplinary approach
  • Discusses ready-to-implement practices and models for business
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eBook $109.00
price for USA in USD (gross)
  • ISBN 978-3-319-04289-3
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
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  • Immediate eBook download after purchase
Hardcover $139.99
price for USA in USD
  • ISBN 978-3-319-04288-6
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $139.00
price for USA in USD
  • ISBN 978-3-319-34487-4
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
About this book

This book presents latest research on the evolution of consumer services, as these services continue to become a larger part of the economy in the world. Four core focal points lead the central message of the book: first, the convergence of back and front offices; second, placing the client as a fundamental input of services production and delivery process, and 'industrializing' the customers' role to combine efficiency and experience; third, the constitution and role of inputs necessary for the configuration, production and delivery of the service, with the crucial role of 'operationalizing' the customers' experience; and fourth, the adoption of new technologies and the appropriate transfer of manufacturing managerial practices through service industrialization.

This is a special volume of articles based on solid research and analysis, including conceptualization of the important issues, as well as recommendations for managers. It presents case histories and managerial practices in some key sectors, such as financial services, health care, tourism/hospitality, entertainment and media, online services and home and personal services

About the authors

Enzo Baglieri is Associate Professor of the Operations and Technology Management at the SDA Bocconi School of Management, Bocconi University, Milan Italy. He has been teaching and running research in the field of Technology and Innovation Management since 1992. Author of many publications, in Italy and abroad, on technology management, new product development and service innovation.

Uday Karmarkar is LA Times Professor of Technology and Strategy, Director and founder of the global Business and Information Technologies (BIT) project at the UCLA Anderson School. His research interests are in information intensive industries, operations strategy and technology management in manufacturing, service and information industries. Professor Karmarkar has published over 75 research papers and articles. He has founded two academic journals and serves on several editorial boards.

Table of contents (12 chapters)

Table of contents (12 chapters)
  • Factories or Theatres? The Future of Service

    Pages 1-24

    Baglieri, Enzo

  • The Industrialization of Services

    Pages 25-32

    Karmarkar, Uday

  • High Tech Versus High Touch: The Role of Human Intermediation in Information-Intensive Services

    Pages 33-43

    Apte, Uday M.

  • Connecting Factory to Theatre: Lessons from a Case Study

    Pages 45-67

    Croom, Simon (et al.)

  • Striking the Right Balance: How to Design, Implement, and Operationalize Customer Experience Management Programs

    Pages 69-89

    Klaus, Philipp “Phil” (et al.)

Buy this book

eBook $109.00
price for USA in USD (gross)
  • ISBN 978-3-319-04289-3
  • Digitally watermarked, DRM-free
  • Included format: PDF, EPUB
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $139.99
price for USA in USD
  • ISBN 978-3-319-04288-6
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $139.00
price for USA in USD
  • ISBN 978-3-319-34487-4
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
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Bibliographic Information

Bibliographic Information
Book Title
Managing Consumer Services
Book Subtitle
Factory or Theater?
Editors
  • Enzo Baglieri
  • Uday Karmarkar
Copyright
2014
Publisher
Springer International Publishing
Copyright Holder
Springer International Publishing Switzerland
eBook ISBN
978-3-319-04289-3
DOI
10.1007/978-3-319-04289-3
Hardcover ISBN
978-3-319-04288-6
Softcover ISBN
978-3-319-34487-4
Edition Number
1
Number of Pages
XII, 280
Number of Illustrations
55 b/w illustrations, 6 illustrations in colour
Topics