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010   $a3-319-04289-0
024 7 $a10.1007/978-3-319-04289-3
035   $a(CKB)3710000000118070
035   $a(EBL)1730974
035   $a(OCoLC)881509872
035   $a(SSID)ssj0001237304
035   $a(PQKBManifestationID)11738496
035   $a(PQKBTitleCode)TC0001237304
035   $a(PQKBWorkID)11258201
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035   $a(MiAaPQ)EBC1730974
035   $a(DE-He213)978-3-319-04289-3
035   $a(PPN)178778966
035   $a(EXLCZ)993710000000118070
100   $a20140523d2014      u|         0
101 0 $aeng
135   $aur|n|---|||||
181   $ctxt
182   $cc
183   $acr
200 10$aManaging Consumer Services $eFactory or Theater? /$fedited by Enzo Baglieri, Uday Karmarkar
205   $a1st ed. 2014.
210  1$aCham :$cSpringer International Publishing :$cImprint: Springer,$d2014.
215   $a1 online resource (286 p.)
300   $aDescription based upon print version of record.
311   $a3-319-04288-2 
320   $aIncludes bibliographical references at the end of each chapters.
327   $aThe 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.
330   $aThis 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.
606   $aService industries
606   $aSales management
606   $aProduction management
606   $aInformation technology
606   $aBusiness?Data processing
606   $aServices$3https://scigraph.springernature.com/ontologies/product-market-codes/527020
606   $aSales/Distribution$3https://scigraph.springernature.com/ontologies/product-market-codes/524000
606   $aOperations Management$3https://scigraph.springernature.com/ontologies/product-market-codes/519000
606   $aIT in Business$3https://scigraph.springernature.com/ontologies/product-market-codes/522000
615  0$aService industries.
615  0$aSales management.
615  0$aProduction management.
615  0$aInformation technology.
615  0$aBusiness?Data processing.
615 14$aServices.
615 24$aSales/Distribution.
615 24$aOperations Management.
615 24$aIT in Business.
676   $a330
676   $a338.4
676   $a650
676   $a658.5
702   $aBaglieri$b Enzo$4edt$4http://id.loc.gov/vocabulary/relators/edt
702   $aKarmarkar$b Uday$4edt$4http://id.loc.gov/vocabulary/relators/edt
906   $aBOOK
912   $a9910298557203321
996   $aManaging Consumer Services$92537784
997   $aUNINA