| Author | James Teboul |
| Format | Hardcover |
| ISBN | 9780230006607 |
| Publication Date | 2006-10-03 |
| Publisher | Palgrave Macmillan |
| Manufacturer | Palgrave Macmillan |
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. The book uses this distinction systematically to explore all the important issues of the field within a coherent set of concepts and maps, including the service mix, the service triangle and the service-intensity matrix.
This is a novel approach to services that challenges the traditional view.
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