Connecting Factory to Theatre: Lessons from a Case Study

Simon Croom () and Enzo Baglieri
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Simon Croom: University of San Diego, School of Business Administration
Enzo Baglieri: SDA Bocconi School of Management

Chapter 4 in Managing Consumer Services, 2014, pp 45-67 from Springer

Abstract: Abstract This chapter examines the case of a service operation positioned as a ‘high-end’ service: Cinépolis Luxury Cinema in Del Mar, California. The cinema opened in 2011 offering a premium quality movie environment with luxuriously comfortable reclining seats, high quality audio-visual technology and a full dining service. It had been profitable in its first year of operation, yet there remained some intriguing challenges posed by the operations because of decisions and approaches to its service design and execution.

Keywords: Service Operation; Service Design; Service Recovery; Service Experience; Service Concept (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_4

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DOI: 10.1007/978-3-319-04289-3_4

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