Connecting Factory to Theatre: Lessons from a Case Study

  • Simon CroomEmail author
  • Enzo Baglieri


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.


Service Operation Service Design Service Recovery Service Experience Service Concept 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer International Publishing Switzerland 2014

Authors and Affiliations

  1. 1.University of San Diego, School of Business AdministrationSan DiegoUSA
  2. 2.SDA Bocconi School of ManagementMilanoItaly

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