The School of Information is UC Berkeley’s newest professional school. Located in the center of campus, the I School is a graduate research and education community committed to expanding access to information and to improving its usability, reliability, and credibility while preserving security and privacy.
The School of Information's courses bridge the disciplines of information and computer science, design, social sciences, management, law, and policy. We welcome interest in our graduate-level Information classes from current UC Berkeley graduate and undergraduate students and community members. More information about signing up for classes.
Bridging the 'Front Stage' and 'Back Stage' in Service System Design
Robert J. Glushko, Lindsay Tabas, "Bridging the 'Front Stage' and 'Back Stage' in Service System Design," hicss, pp.106, Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008), 2008
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.