rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    title: Managing Consumer Services
    sub title: Factory or Theater?
  name:
    name part: Baglieri, Enzo.
    role:
      role term: editor.
  name:
    name part: Karmarkar, Uday.
    role:
      role term: editor.
  name:
    name part: SpringerLink (Online service)
  type of resource: text
  origin info:
    place:
      place term: gw
    date issued: 2014
    issuance: monographic
  language:
    language term: eng
  physical description:
    form: electronic
    form: electronic resource
    reformatting quality: access
    form: remote
    extent: XII, 280 p. 61 illus., 6 illus. in color. online resource.
  abstract: 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.
  table of 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.
  note: edited by Enzo Baglieri, Uday Karmarkar.
  subject:
    topic: Business
  subject:
    topic: Production management
  subject:
    topic: Information technology
  subject:
    topic: Business
    topic: Data processing
  subject:
    topic: Sales management
  subject:
    topic: Service industries
  subject:
    topic: Business and Management
  subject:
    topic: Services
  subject:
    topic: Sales/Distribution
  subject:
    topic: Operations Management
  subject:
    topic: IT in Business
  classification: HD9980-9990
  classification: 338.4
  related item:
    title info:
      title: Springer eBooks
  identifier: 9783319042893
  identifier: http://dx.doi.org/10.1007/978-3-319-04289-3
  record info:
    record creation date: 140523
    record change date: 20151204184200.0
    record identifier: 978-3-319-04289-3