This book contains a simple but powerful definition of services based upon a separation between back-stage and front-stage activities. Services deal with front interactions, production and manufacturing with back-stage operations. The book uses this distinction systematically to explore all the important issues of the field within a coherent set of concepts and maps, including the service mix, the service triangle and the service-intensity matrix. This is a novel approach to services that challenges the traditional view. Enjoy the read.
‘80% of Companies believe they deliver a Superior Service, only 8% of Customers agree.’
– Bain and Companies
Lean Service Design Trilogy: Closing the Gaps between Perception and Reality: Preview the program