Service is front stage : positioning services for value advantage - TEBOUL (New York : Palgrave Macmillan, 2006)
This book contains a simple but powerful definition of services, based on a separation between back-stage and front-stage activities.Services deal with front-stage interactions, production, and manufacturing with back-stage operations.Teboul uses this distinction systematically to explore 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.
Keywords: Customer services -- Management; Services industries -- Management; Total quality management