Bridging the Front Stage and Back Stage in Service System Design
- Resource Type
- Conference
- Authors
- Glushko, Robert J.; Tabas, Lindsay
- Source
- Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008) Hawaii International Conference on System Sciences, Proceedings of the 41st Annual. :106-106 Jan, 2008
- Subject
- Computing and Processing
Communication, Networking and Broadcast Technologies
Signal Processing and Analysis
Design methodology
Conference management
Network synthesis
User centered design
Personnel
Agriculture
Manufacturing
- Language
- ISSN
- 1530-1605
Service management and design has thus far primarily focused on the interactions between employees and customers. This perspective holds that the quality of the "service experience" is determined by the customer during this final "service encounter" that takes place in the "front stage." This emphasis discounts the contribution of the activities in the "back stage" of the service value chain where materials or information needed by the front stage are processed.