Book 2014

Managing Consumer Services

Factory or Theater?

Editors:

ISBN: 978-3-319-04288-6 (Print) 978-3-319-04289-3 (Online)

Table of contents (12 chapters)

  1. Front Matter

    Pages i-xii

  2. No Access

    Chapter

    Pages 1-24

    Factories or Theatres? The Future of Service

  3. No Access

    Chapter

    Pages 25-32

    The Industrialization of Services

  4. No Access

    Chapter

    Pages 33-43

    High Tech Versus High Touch: The Role of Human Intermediation in Information-Intensive Services

  5. No Access

    Chapter

    Pages 45-67

    Connecting Factory to Theatre: Lessons from a Case Study

  6. No Access

    Chapter

    Pages 69-89

    Striking the Right Balance: How to Design, Implement, and Operationalize Customer Experience Management Programs

  7. No Access

    Chapter

    Pages 91-108

    The Design of Consumer Experiences: Managerial Approaches for Service Companies

  8. No Access

    Chapter

    Pages 109-130

    Customer Experience and Service Design

  9. No Access

    Chapter

    Pages 131-149

    Transitioning to Value Co-development

  10. No Access

    Chapter

    Pages 151-190

    From Service Experiences to Augmented Service Journeys: Digital Technology and Networks in Consumer Services

  11. No Access

    Chapter

    Pages 191-210

    Rethinking and Improving the Health Care Service Through Interactive Web Technologies

  12. No Access

    Chapter

    Pages 211-231

    Innovation in Services: The Case of Fleury—A Diagnostic Medical Center

  13. No Access

    Chapter

    Pages 233-271

    Factory or Theatre? Towards the Convergence

  14. Back Matter

    Pages 273-280