Factory or Theatre? Towards the Convergence

Enzo Baglieri () and Uday Karmarkar ()
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Enzo Baglieri: SDA Bocconi School of Management
Uday Karmarkar: UCLA Anderson School of Management

Chapter 12 in Managing Consumer Services, 2014, pp 233-271 from Springer

Abstract: Abstract As already said, scholars have devoted the last five decades to the analysis of how services differ from their tangible counterpart, goods, and how they should be managed, marketed, and delivered. However, a significant gap still exists between the significance of services in the world economy and the attention paid to in the Operations Management (OM) literature (Johnston 2005; Metters 2010; Chase and Apte 2007; Heineke and Davis 2007; Metters and Marucheck 2007).

Keywords: Customer Relationship Management; Service Operation; Service Factory; Customer Involvement; Industrialization Strategy (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-319-04289-3_12

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DOI: 10.1007/978-3-319-04289-3_12

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