Managing Consumer Services

Factory or Theater?

  • Enzo Baglieri
  • Uday Karmarkar

Table of contents

  1. Front Matter
    Pages i-xii
  2. Uday Karmarkar
    Pages 25-32
  3. Simon Croom, Enzo Baglieri
    Pages 45-67
  4. Uday S. Karmarkar, Uma R. Karmarkar
    Pages 109-130
  5. Roberta Sebastiani, Daniela Corsaro, Stephen L. Vargo
    Pages 131-149
  6. Angela Caridà, Maria Colurcio, Monia Melia
    Pages 191-210
  7. Eduardo Vasconcellos, Liliana Vasconcellos-Guedes, Rendrik Franco, Patricia Yumi Maeda, Luís F. A. Guedes, Marcos C. Bruno
    Pages 211-231
  8. Enzo Baglieri, Uday Karmarkar
    Pages 233-271
  9. Back Matter
    Pages 273-280

About this book


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


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

Bibliographic information