TY  - BOOK
AU  - Teboul, James
TI  - Service is Front Stage: Positioning Services for Value Advantage
SN  - 9780230006607
U1  - 658.812 
PY  - 2006///
CY  - New York
PB  - Palgrave Macmillan
KW  - Customer services
KW  - Total Quality Management
N1  - Toward a new definition of services Services : the front-stage experience The service triangle The service-intensity matrix Finding and keeping the fit Quality gaps The three movements of quality Balancing supply and demand From industrial to professional services Managing the change process
ER  -