New Service Development: Creating Memorable Experiences

Front Cover
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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Contents

Integrating Service Innovation and Service Design
1
Chapter 2 The Contextual and Dialectical Nature of Experiences
33
Conquering Customer Time and Space
52
Chapter 4 Exploiting the Service Concept for Service Design and Development
71
Chapter 5 Exploring the Link between Product and Process Innovation in Services
92
Chapter 6 Service Capacity Design with an Integrated Market UtilityBased Method
111
Chapter 7 Process Innovation in KnowledgeIntensive Services
138
Implications for Customer Value in Electronic Food Retailing
152
Chapter 10 The Location Decisions of New Services
216
Chapter 11 Scripting the Service Encounter
239
Chapter 12 The Impact of Service Guarantees on Service Quality at Radisson Hotels Worldwide ...
264
Chapter 13 Service Recovery
277
Chapter 14 Models for Customer Selection
291
Index
305
About the Editors and Contributors
321
Copyright

Worker Systems in Structured and Unstructured Environments
183

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