ENGLISH

Managing Consumer Services: Factory or Theater?

By Uday Karmarkar (eds.) , Enzo Baglieri

Book information

Publisher
Springer International Publishing
Year
2014
ISBN
978-3-319-04288-6, 978-3-319-04289-3
DOI
10.1007/978-3-319-04289-3
Language
english
Format
PDF
Filesize
5 MB (5462264 bytes)
Edition
1
Pages
280\286
Time added
2014-06-12 06:00:00
Services; Sales/Distribution/Call Center/Customer

Description

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

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