Managing Consumer Services : Factory or Theater?

edited by Enzo Baglieri, Uday Karmarkar

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.

MoreLess

Year of publication:	2014
Authors:	Baglieri, Enzo
Other Persons:	Karmarkar, Uday (ed.)
Publisher:	Cham : Springer International Publishing
Subject:	Dienstleistungsmanagement \| Service management \| Prozessmanagement \| Business process management \| Dienstleistungsmarketing \| Services marketing \| Dienstleistungsinnovation \| Service innovation \| Service-Dominant Logic \| Service-dominant logic \| Beziehungsmarketing \| Relationship marketing \| Kundenintegration \| Customer integration \| Informationstechnik \| Information technology \| Dienstleistungssektor \| Service industry
Description of contents:	Description [swbplus.bsz-bw.de]

Online Resource

Check full text access |

More access options

Check Google Scholar

In libraries world-wide (WorldCat)

In German libraries (KVK)

subito order

I need help

Extent:	Online-Ressource (XII, 280 p. 61 illus., 6 illus. in color, online resource)
Series:	SpringerLink / Bücher
Type of publication:	Book / Working Paper
Language:	English
Notes:	Description based upon print version of record The future of consumer service. Introduction1. 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.
ISBN:	978-3-319-04289-3 ; 978-3-319-04288-6
Other identifiers:	10.1007/978-3-319-04289-3 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

Persistent link: https://www.econbiz.de/10014020411