Service innovation management / guest editor Allard C.R. van Riel.

Format:

Book

Contributor:

van Riel, Allard C. R.

Series:

Managing service quality: an international journal ; v. 15, no. 6

Language:

English

Subjects (All):

Customer services.

Quality control.

Physical Description:

1 online resource (124 p.)

Edition:

1st ed.

Place of Publication:

Bradford, England : Emerald Group Publishing, c2005.

Language Note:

English

Summary:

Once a service - any service - is launched, the most important question for service managers becomes: how can we attract more customers, satisfy them and keep them? In other words: how can we best improve our service offer, while optimally using our limited resources? Each of the well-crafted articles in this special issue investigates an innovation related issue in service management, trying to answer this question in one way or another. In answering the question, some authors or author teams clearly have more general and academic ambitions, while others write to directly help decision-makers

Contents:

CONTENTS; EDITORIAL ADVISORY BOARD; Introduction to the special issue on service innovation management; Leadership styles in technology acceptance: do followers practice what leaders preach?; Linking perceived value and loyalty in location-based mobile services; The added value of web innovation for customer satisfaction; Service innovation and customer choices in the hospitality industry; The role of guides in artistic industries; What works, and why, in business services provision for SME: insights from evolutionary theory; Call for papers; Note from the publisher

Notes:

Description based upon print version of record.

ISBN:

1-280-50985-6

9786610509850

1-84544-868-5

OCLC:

62595528