Service is Front Stage: Positioning Services for Value Advantage (INSEAD Business Press)
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Service is Front Stage: Positioning Services for Value Advantage (INSEAD Business Press)
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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