INSEAD Library

Doriot: for 2019-2020 courses

Includes bibliographical references and index

Abstract not available

Digitized

Service is Front Page Positioning services for value advantage Contents List of Figures and Tables ix 1 4 4 7 11 12 14 16 17 Introduction 1 Toward a new definition of services The classic three-sector classification A more detailed classification Limits of these classifications "Pure" services We are all in services now, more or less We shall be more and more in services in the future Conclusion 2 Services: the front-stage experience Identifying the service component Front stage and back stage: two different worlds Conclusion 19 20 23 29 3 The service triangle From transaction to relationship A dual-partnership culture Turning the pyramid upside down The service-profit chain Power play on the service triangle Conclusion 31 31 35 37 38 39 40 4 The service-intensity matrix Product/outcome dimension Intensity of interaction The service-intensity matrix The product/process matrix in the back stage Positioning in the restaurant business Positioning in e-business Positioning in financial services Positioning in book retailing Positioning in consulting business Conclusion 41 41 42 43 45 48 50 52 53 54 56 vii CONTENTS 5 Finding and keeping the fit Segmentation and focus Value to customer Value to employees Value to business The fit From service proposition to service delivery Commoditization and survival of the fittest The value creation cycle Creating elements of differentiation in the value creation cycle Conclusion 57 57 58 61 61 62 63 63 64 67 69 6 Quality gaps The design gap The delivery gap The perception gap The filters of perception Expectations The value gap Conclusion 70 70 71 71 72 74 75 76 7 The three movements of quality The first movement: everyone is responsible for doing the thing right The second movement: doing the right thing to satisfy the customer The third movement: the dynamics of process alignment Conclusion 77 77 85 91 98 8 Balancing supply and demand Managing demand Managing supply Yield or revenue management Managing waiting lines Conclusion 99 100 103 106 108 112 9 From industrial to professional services Industrial services Professional services 113 113 119 10 Managing the change process A simple analogy The four questions The three stages of implementation Conclusion 127 129 129 134 139 Conclusion Notes Bibliography on se rvices Index viii 140 143 146 150