Managing Consumer Services Factory or Theater? /

• Συγγραφή απο Οργανισμό/Αρχή: SpringerLink (Online service)
• Άλλοι συγγραφείς: Baglieri, Enzo (Επιμελητής έκδοσης), Karmarkar, Uday (Επιμελητής έκδοσης)
• Μορφή: Ηλεκτρονική πηγή Ηλ. βιβλίο
• Γλώσσα: English
• Έκδοση: Cham : Springer International Publishing : Imprint: Springer, 2014.
• Θέματα: Business.; Production management.; Information technology.; Business > Data processing.; Sales management.; Service industries.; Business and Management.; Services.; Sales/Distribution.; Operations Management.; IT in Business.

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 fun...

Πίνακας περιεχομένων:

• 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.