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.

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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]