Managing Consumer Services

Edited by Enzo Baglieri () and Uday Karmarkar ()

in Springer Books from Springer

Date: 2014
Edition: 2014
ISBN: 978-3-319-04289-3
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Chapters in this book:

Ch 1 Factories or Theatres? The Future of Service

Enzo Baglieri

Ch 2 The Industrialization of Services

Uday Karmarkar

Ch 3 High Tech Versus High Touch: The Role of Human Intermediation in Information-Intensive Services

Uday M. Apte

Ch 4 Connecting Factory to Theatre: Lessons from a Case Study

Simon Croom and Enzo Baglieri

Ch 5 Striking the Right Balance: How to Design, Implement, and Operationalize Customer Experience Management Programs

Philipp “Phil” Klaus and Bo Edvardsson

Ch 6 The Design of Consumer Experiences: Managerial Approaches for Service Companies

Antonella Carù and Bernard Cova

Ch 7 Customer Experience and Service Design

Uday S. Karmarkar and Uma R. Karmarkar

Ch 8 Transitioning to Value Co-development

Roberta Sebastiani, Daniela Corsaro and Stephen L. Vargo

Ch 9 From Service Experiences to Augmented Service Journeys: Digital Technology and Networks in Consumer Services

Andreina Mandelli and Antonella Rocca

Ch 10 Rethinking and Improving the Health Care Service Through Interactive Web Technologies

Angela Caridà, Maria Colurcio and Monia Melia

Ch 11 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 and Marcos C. Bruno

Ch 12 Factory or Theatre? Towards the Convergence

Enzo Baglieri and Uday Karmarkar

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

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