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© 2014

Managing Consumer Services

Factory or Theater?

  • Enzo Baglieri
  • Uday Karmarkar
Book

Table of contents

  1. Front Matter
    Pages i-xii
    PDF
  2. Factories or Theatres? The Future of Service
    Enzo Baglieri
    Pages 1-24
  3. The Industrialization of Services
    Uday Karmarkar
    Pages 25-32
  4. High Tech Versus High Touch: The Role of Human Intermediation in Information-Intensive Services
    Uday M. Apte
    Pages 33-43
  5. Connecting Factory to Theatre: Lessons from a Case Study
    Simon Croom, Enzo Baglieri
    Pages 45-67
  6. Striking the Right Balance: How to Design, Implement, and Operationalize Customer Experience Management Programs
    Philipp “Phil” Klaus, Bo Edvardsson
    Pages 69-89
  7. The Design of Consumer Experiences: Managerial Approaches for Service Companies
    Antonella Carù, Bernard Cova
    Pages 91-108
  8. Customer Experience and Service Design
    Uday S. Karmarkar, Uma R. Karmarkar
    Pages 109-130
  9. Transitioning to Value Co-development
    Roberta Sebastiani, Daniela Corsaro, Stephen L. Vargo
    Pages 131-149
  10. From Service Experiences to Augmented Service Journeys: Digital Technology and Networks in Consumer Services
    Andreina Mandelli, Antonella La Rocca
    Pages 151-190
  11. Rethinking and Improving the Health Care Service Through Interactive Web Technologies
    Angela Caridà, Maria Colurcio, Monia Melia
    Pages 191-210
  12. Innovation in Services: The Case of Fleury—A Diagnostic Medical Center
    Eduardo Vasconcellos, Liliana Vasconcellos-Guedes, Rendrik Franco, Patricia Yumi Maeda, Luís F. A. Guedes, Marcos C. Bruno
    Pages 211-231
  13. Factory or Theatre? Towards the Convergence
    Enzo Baglieri, Uday Karmarkar
    Pages 233-271
  14. Back Matter
    Pages 273-280
    PDF

About this book

Introduction

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

Keywords

Back-office management Front-office management Service factories Service industrialization Service innovation Service management Service operations

Editors and affiliations

  • Enzo Baglieri
    • 1
  • Uday Karmarkar
    • 2
  1. 1.SDA Bocconi School of ManagementMilanItaly
  2. 2.UCLA Anderson School of ManagementLos AngelesUSA

About the editors

Enzo Baglieri is Associate Professor of the Operations and Technology Management at the SDA Bocconi School of Management, Bocconi University, Milan Italy. He has been teaching and running research in the field of Technology and Innovation Management since 1992. Author of many publications, in Italy and abroad, on technology management, new product development and service innovation.

Uday Karmarkar is LA Times Professor of Technology and Strategy, Director and founder of the global Business and Information Technologies (BIT) project at the UCLA Anderson School. His research interests are in information intensive industries, operations strategy and technology management in manufacturing, service and information industries. Professor Karmarkar has published over 75 research papers and articles. He has founded two academic journals and serves on several editorial boards.

Bibliographic information