Managing Consumer Services (Record no. 50996)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 03851nam a22005175i 4500 |
| 001 - CONTROL NUMBER | |
| control field | 978-3-319-04289-3 |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20200420211746.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 140523s2014 gw | s |||| 0|eng d |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 9783319042893 |
| -- | 978-3-319-04289-3 |
| 082 04 - CLASSIFICATION NUMBER | |
| Call Number | 338.4 |
| 245 10 - TITLE STATEMENT | |
| Title | Managing Consumer Services |
| Sub Title | Factory or Theater? / |
| 300 ## - PHYSICAL DESCRIPTION | |
| Number of Pages | XII, 280 p. 61 illus., 6 illus. in color. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Remark 2 | 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. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc | This 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. |
| 650 #0 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| General subdivision | Data processing. |
| 700 1# - AUTHOR 2 | |
| Author 2 | Baglieri, Enzo. |
| 700 1# - AUTHOR 2 | |
| Author 2 | Karmarkar, Uday. |
| 856 40 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | http://dx.doi.org/10.1007/978-3-319-04289-3 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | eBooks |
| 264 #1 - | |
| -- | Cham : |
| -- | Springer International Publishing : |
| -- | Imprint: Springer, |
| -- | 2014. |
| 336 ## - | |
| -- | text |
| -- | txt |
| -- | rdacontent |
| 337 ## - | |
| -- | computer |
| -- | c |
| -- | rdamedia |
| 338 ## - | |
| -- | online resource |
| -- | cr |
| -- | rdacarrier |
| 347 ## - | |
| -- | text file |
| -- | |
| -- | rda |
| 650 #0 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Business. |
| 650 #0 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Production management. |
| 650 #0 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Information technology. |
| 650 #0 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Business |
| 650 #0 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Sales management. |
| 650 #0 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Service industries. |
| 650 14 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Business and Management. |
| 650 24 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Services. |
| 650 24 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Sales/Distribution. |
| 650 24 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | Operations Management. |
| 650 24 - SUBJECT ADDED ENTRY--SUBJECT 1 | |
| -- | IT in Business. |
| 912 ## - | |
| -- | ZDB-2-SBE |
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