A Service Perspective of Cultural Entities and Their Customers

Abstract

This chapter ends the part of the book devoted to operations management. In it we focus on cultural institutions as service providers and on the important role played by customers and employees in providing the service. We complement the matters discussed in previous sections by giving a view focused primarily on the design, rather than the ongoing management, of a service. We therefore do not limit ourselves to Facilities but also include the other three dimensions, Brand, Focus, and Brain.