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Managing Consumer Services pp 45–67Cite as

Connecting Factory to Theatre: Lessons from a Case Study

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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.

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Notes

  1. 1.

    IBISWorld Industry Report 51213 Movie Theaters in the US June 2011 http://www.ibisworld.com

  2. 2.

    To maintain the high standards of the physical environment, carpets in the theaters are steam cleaned every week and often replaced completely after 9 months. This is a major expense, which reflects the habits of moviegoers to throws trash on the floor and a high incidence of spillage.

  3. 3.

    http://www.ibisworld.com

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Author information

Authors and Affiliations

  1. University of San Diego, School of Business Administration, San Diego, CA, USA

    Simon Croom

  2. SDA Bocconi School of Management, Milano, Italy

    Enzo Baglieri

Authors
  1. Simon Croom
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  2. Enzo Baglieri
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Correspondence to Simon Croom .

Editor information

Editors and Affiliations

  1. SDA Bocconi School of Management, Milan, Milano, Italy

    Enzo Baglieri

  2. UCLA Anderson School of Management, Los Angeles, California, USA

    Uday Karmarkar

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Croom, S., Baglieri, E. (2014). Connecting Factory to Theatre: Lessons from a Case Study. In: Baglieri, E., Karmarkar, U. (eds) Managing Consumer Services. Springer, Cham. https://doi.org/10.1007/978-3-319-04289-3_4

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