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Managing consumer services : factory or theater?

Author: Enzo Baglieri; Uday S Karmarkar
Publisher: Cham : Springer, 2014.
Edition/Format:   eBook : Document : EnglishView all editions and formats
Database:WorldCat
Summary:
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  Read more...
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Genre/Form: Electronic books
Additional Physical Format: Printed edition:
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Enzo Baglieri; Uday S Karmarkar
ISBN: 9783319042893 3319042890 3319042882 9783319042886
OCLC Number: 881239024
Description: 1 online resource (xii, 280 pages) : illustrations (some color)
Contents: The future of consumer service. Introduction --
1. Factories or theaters? The future of service --
2. The industrialization of services --
3. High tech vs. high touch: the role of human intermediation in information intensive services.-4. Connecting factory to theater: lessons from a case study --
5. Striking the right balance: how to design, implement and operationalize Customer Experience Management programs --
6. The design of consumer experiences: managerial approaches for service companies.-7. Customer experience and service design --
8. Transitioning to value co-development --
9. From service experiences to augmented service journeys: digital technology and networks in consumer services.-10. Rethinking and improving the healthcare service through interactive web technologies --
11. Innovation in services --
the case of floury --
a diagnostic medical center --
12. Factory or theatre? Towards the convergence --
The future of consumer services: factory and theatre --
Biographical notes.
Responsibility: Enzo Baglieri, Uday Karmarkar, editors.
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Managing Consumer Services  Read more...

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