Enric Mayol, Tomàs Aluja: Service Is Front Stage

Speaker: Enric Mayol / Tomàs Aluja

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21/10/2009 de 09:30 a 09:30 (Europe/Madrid / UTC200)

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A1206

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iCal

This book contains a simple but powerful definition of services based upon a separation between back-stage and front-stage activities. Services deal with front interactions, production and manufacturing with back-stage operations. The book uses this distinction systematically to explore all the important issues of the field within a coherent set of concepts and maps, including the service mix, the service triangle and the service-intensity matrix. This is a novel approach to services that challenges the traditional view.