Abstract
The previous chapter illustrated the importance of understanding two types of business activity: back-stage activities that focus on the making of products, and front-stage activities that focus on service, the interaction between frontline personnel and customers. These two need to be aligned in spite of their differences.
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Chapter 3 — The Service Triangle
Bandler, Richard and John Grinder. Frogs into Princes: Neurolinguistic Programming. Eden Grove Edns, 1990.
Heskett, James, Thomas Jones, Gary Loveman, Earl Sasser and Leonard Schlesinger. “Putting the Service-Profit Chain to Work”. Harvard Business Review, March/April 1994
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© 2006 James Teboul
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Teboul, J. (2006). The Service Triangle. In: Service is Front Stage. INSEAD Business Press. Palgrave Macmillan, London. https://doi.org/10.1057/9780230579477_4
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DOI: https://doi.org/10.1057/9780230579477_4
Publisher Name: Palgrave Macmillan, London
Print ISBN: 978-1-349-28249-4
Online ISBN: 978-0-230-57947-7
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