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Managing Consumer Services

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Cover of 'Managing Consumer Services'

Table of Contents

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    Book Overview
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    Chapter 1 Factories or Theatres? The Future of Service
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    Chapter 2 The Industrialization of Services
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    Chapter 3 High Tech Versus High Touch: The Role of Human Intermediation in Information-Intensive Services
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    Chapter 4 Connecting Factory to Theatre: Lessons from a Case Study
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    Chapter 5 Striking the Right Balance: How to Design, Implement, and Operationalize Customer Experience Management Programs
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    Chapter 6 The Design of Consumer Experiences: Managerial Approaches for Service Companies
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    Chapter 7 Customer Experience and Service Design
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    Chapter 8 Transitioning to Value Co-development
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    Chapter 9 From Service Experiences to Augmented Service Journeys: Digital Technology and Networks in Consumer Services
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    Chapter 10 Rethinking and Improving the Health Care Service Through Interactive Web Technologies
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    Chapter 11 Innovation in Services: The Case of Fleury—A Diagnostic Medical Center
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    Chapter 12 Factory or Theatre? Towards the Convergence
Attention for Chapter 5: Striking the Right Balance: How to Design, Implement, and Operationalize Customer Experience Management Programs
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