New Service Development - Creating Memorable Experiences

Klappentext This is the first book to address the topic of new service development for the evolving experience economy. It draws upon the expertise of internationally recognized authors and covers topics in service innovation, process design, and implementation. Contributors from the fields of operations management, marketing, marketing information technology, and organizational behaviour explore the issues that service firms must address to sustain advantage in the new experience economy. Zusammenfassung This title addresses issues of how to develop new service products -- where the concept of service has moved from transaction to experience. Inhaltsverzeichnis A Critical Evaluation of the New Service Development Process Integrating Service Innovation and Service Design The Contextual and Dialectical Nature of Experiences The Real-Time Service Product Conquering Customer Time and Space Exploiting the Service Concept for Service Design and Development Exploring the Link between Product and Process Innovation in Services Service Capacity Design with an Integrated Market Utility-Based Method Process Innovation in Knowledge-Intensive Services Design and Delivery of Electronic Services Implications for Customer Value in Electronic Retailing Information Technology Worker Systems in Structured and Unstructured Environments The Location Decisions of New Services Scripting the Service Encounter The Impact of Service Guarantees on Service Quality at Radisson Hotels Worldwide Service Recovery Models for Customer Selection

Dettagli sul prodotto

• Autori: James A. Fitzsimmons, James A. Fitzsimmons Fitzsimmons, Mona J. Fitzsimmons, Fitzsimmons James A., Fitzsimmons Mona J., James Fitzsimmons
• Con la collaborazione di: James Fitzsimmons (Editore), Mona J. Fitzsimmons (Editore)
• Editore: Sage Publications Ltd
• Lingue: Inglese
• Formato: Tascabile
• Pubblicazione: 21.12.1999
• EAN: 9780761917427
• ISBN: 978-0-7619-1742-7
• Pagine: 344
• Categorie: Scienze sociali, diritto, economia > Economia > Altro; Scienze sociali, diritto, economia > Economia > Pubblicità, marketing; BUSINESS & ECONOMICS / Strategic Planning, BUSINESS & ECONOMICS / Customer Relations, BUSINESS & ECONOMICS / Research & Development, business strategy, Research & development management, Customer services, Management and management techniques, Research and development management, Management Sciences;Organization Design & Development