LEADER 02031nas 2200601- 450 001 996420049303316 005 20220404213021.0 011 $a2734-9586 024 7 $a10.46223/HCMCOUJS.econ.en 035 $a(DE-599)ZDB3078123-1 035 $a(OCoLC)1257557234 035 $a(CKB)4100000011940100 035 $a(CONSER)--2021239364 035 $a(EXLCZ)994100000011940100 100 $a20210608a20119999 --- - 101 0 $aeng 135 $aur|n||||||||| 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 00$aHo Chi Minh City Open University journal of science$iEconomics and business administration 210 1$aHCMC, Vietnam :$cHo Chi Minh City Open University Journal of Science,$d2011- 215 $a1 online resource 300 $aRefereed/Peer-reviewed 311 $a2734-9314 517 1 $aT?p chí Khoa h?c ??i h?c M? Thành ph? H? 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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