About this document
Bridging Front and Back Stage in Service Design by amiref is a document available to read on EtoBox.
The document discusses how traditional concepts of service design focus on the interaction between employees and customers (the "front stage"). However, with increased automated services, this view needs to be expanded to consider the entire "service system" including backstage processes. Specifically: 1. Traditional concepts emphasize the quality of the customer experience during service encounters, but automated services show this is too narrow a view. 2. Examples of hotel check-ins show that more inte
- Author
- amiref
- Language
- EN