000 03851nam a22005175i 4500
001 978-3-319-04289-3
003 DE-He213
005 20200420211746.0
007 cr nn 008mamaa
008 140523s2014 gw | s |||| 0|eng d
020 _a9783319042893
_9978-3-319-04289-3
024 7 _a10.1007/978-3-319-04289-3
_2doi
050 4 _aHD9980-9990
072 7 _aKNS
_2bicssc
072 7 _aBUS070080
_2bisacsh
082 0 4 _a338.4
_223
245 1 0 _aManaging Consumer Services
_h[electronic resource] :
_bFactory or Theater? /
_cedited by Enzo Baglieri, Uday Karmarkar.
264 1 _aCham :
_bSpringer International Publishing :
_bImprint: Springer,
_c2014.
300 _aXII, 280 p. 61 illus., 6 illus. in color.
_bonline resource.
336 _atext
_btxt
_2rdacontent
337 _acomputer
_bc
_2rdamedia
338 _aonline resource
_bcr
_2rdacarrier
347 _atext file
_bPDF
_2rda
505 0 _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.
520 _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.
650 0 _aBusiness.
650 0 _aProduction management.
650 0 _aInformation technology.
650 0 _aBusiness
_xData processing.
650 0 _aSales management.
650 0 _aService industries.
650 1 4 _aBusiness and Management.
650 2 4 _aServices.
650 2 4 _aSales/Distribution.
650 2 4 _aOperations Management.
650 2 4 _aIT in Business.
700 1 _aBaglieri, Enzo.
_eeditor.
700 1 _aKarmarkar, Uday.
_eeditor.
710 2 _aSpringerLink (Online service)
773 0 _tSpringer eBooks
776 0 8 _iPrinted edition:
_z9783319042886
856 4 0 _uhttp://dx.doi.org/10.1007/978-3-319-04289-3
912 _aZDB-2-SBE
942 _cEBK
999 _c50996
_d50996