New service development : creating memorable experiences /: creating memorable experiences. (©2000)

• Record Type: Book
• Further Information: Note: Editors, James A. Fitzsimmons & Mona J. Fitzsimmons.
• Other Names: Fitzsimmons, James A; Fitzsimmons, Mona J
• Contents: A critical evaluation of the new service development process : integrating service innovation and service design / Susan Paul Johnson [and others] -- The contextual and dialectical nature of experiences / Sudheer Gupta, Mirjana Vajic -- The real-time service product : conquering customer time and space / Roland T. Rust, Richard W. Oliver -- Exploiting the service concept for service design and development / Graham Clark, Robert Johnston, Michael Shulver -- Exploring the link between product and process innovation in services / Tonya Boone -- Service capacity design with an integrated market utility-based method / Madeleine E. Pullman, John C. Goodale, Rohit Verma -- Process innovation in knowledge-intensive services / Ravi S. Behara -- Design and delivery of electronic services : implications for customer value in electronic food retailing / Gregory R. Heim, Kingshuk K. Sinha -- Information technology : worker systems in structured and unstructured environments / Cherly Gaimon, Karen Napoleon -- The location decisions of new services / Roger W. Schmenner -- Scripting the service encounter / David A. Tansik, William L. Smith -- The impact of service guarantees on service quality at Radisson hotels worldwide / Julie M. Hays, Arthur V. Hill, Susan E. Geurs -- Service recovery / Jo Ann Duffy -- Models for customer selection / Richard Metters.
• Publisher Details: Thousand Oaks, Calif : Sage Publications
• Publication Date: 2000
• Copyright Date: 2000
• Extent: 1 online resource (xv, 328 pages), illustrations
• Subjects: 658.8/12; Service industries -- Management; New products -- Management; Product management; Customer services; Kunderelationer; Elektronisk handel; Service management; Innovation; Produktudvikling; Service; BUSINESS & ECONOMICS -- Customer Relations; Customer services; New products -- Management; Product management; Service industries -- Management; Dienstensector; Klantenservice; Management; Aufsatzsammlung; Dienstleistungsbetrieb; Electronic books
• Languages: English
• ISBNs: 9781452221793; 1452221790; 9781452205564; 1452205566
• Related ISBNs: 0761917411; 9780761917410; 076191742X; 9780761917427
• Notes: Note: Includes bibliographical references and index.; Note: Print version record.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.