New Service Development: Creating Memorable Experiences
SAGE Publications, Nov 12, 1999 - Business & Economics - 344 pages
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.
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Chapter 2 The Contextual and Dialectical Nature of Experiences
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 UtilityBased Method
Chapter 7 Process Innovation in KnowledgeIntensive Services
Implications for Customer Value in Electronic Food Retailing
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 14 Models for Customer Selection
About the Editors and Contributors
Worker Systems in Structured and Unstructured Environments
Other editions - View all
activities analysis AutoCAD beneﬁts Club Med complex IT-worker context create customer’s database decision deﬁned deﬁnition deliver electronic food retailing electronic service emotional labor employees example experience ﬁnancial ﬁrm’s ﬁrst ﬂexible function Gaimon Harvard Business School identiﬁed implementation increase inﬂuence information technology interaction IT-worker systems knowledge workers labor cost loan manufacturing mass customization NSD process cycle Operations Management organization output volume Parcelforce Planet Hollywood premium quality process innovation process technology product development proﬁle proﬁt Radisson Radisson Hotels real-time marketing recovery system reﬂects relationship relationship marketing restaurant scripts server service concept service delivery system service development service failures service ﬁrms service guarantee Service Industry service innovation service operations service process service product innovation service quality service recovery signiﬁcant speciﬁc strategy structure tacit knowledge technology choice tion tomer variety of menu worker skill workforce