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New service development : creating memorable experiences / editors, James A. Fitzsimmons & Mona J. Fitzsimmons.
- Format:
- Book
- Language:
- English
- Subjects (All):
- Service industries--Management.
- Service industries.
- New products--Management.
- New products.
- Product management.
- Customer services.
- Physical Description:
- 1 online resource (xv, 328 p.) : ill.
- Edition:
- 1st ed.
- Place of Publication:
- Thousand Oaks, Calif. : Sage Publications, c2000.
- Language Note:
- English
- Summary:
- This text addresses the issues of how to develop new service products - where the concept of service has moved from transaction to experience. The authors draw upon the expertise of internationally recognised authors.
- Contents:
- Cover; Contents; Preface; Introduction; Chapter 1 - A Critical Evaluation of the New Service Development Process: Integrating Service Innovation and Service Design; Chapter 2 - The Contextual and Dialectical Nature of Experiences; Chapter 3 - The Real-Time Service Product: Conquering Customer Time and Space; Chapter 4 - Exploiting the Service Concept for Service Design and Development; Chapter 5 - Exploring the Link between Product and Process Innovation in Services; Chapter 6 - Service Capacity Design with an Integrated Market Utility-Based Method
- Chapter 7 - Process Innovation in Knowledge-Intensive ServicesChapter 8 - Design and Delivery of Electronic Services: Implications for Customer Value in Electronic Food Retailing; Chapter 9 - Information Technology: Worker Systems in Structured and Unstructured Environments; Chapter 10 - The Location Decisions of New Services; Chapter 11 - Scripting the Service Encounter; Chapter 12 - The Impact of Service Guarantees on Service Quality at Radisson Hotels Worldwide; Chapter 13 - Service Recovery; Chapter 14 - Models for Customer Selection; Index; About the Editors and Contributors
- Notes:
- Description based upon print version of record.
- Includes bibliographical references and index.
- Description based on print version record.
- ISBN:
- 9780761917410
- 0761917411
- 9781452237831
- 1452237832
- 9781322413204
- 1322413207
- 9781452221793
- 1452221790
- OCLC:
- 809771663
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