New service development : creating memorable experiences / editors, James A. Fitzsimmons & Mona J. Fitzsimmons.
| Other author | Fitzsimmons, James A. |
| Other author | Fitzsimmons, Mona J. |
| Format | Book |
| Publication Info | Thousand Oaks, Calif. : Sage Publications, ©2000. |
| Description | xv, 328 pages : illustrations ; 24 cm |
| Subjects |
| Contents | A critical evaluation of the new service development process : integrating service innovation and service design / Susan Paul Johnson ... [et al.] -- 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. |
| Bibliography note | Includes bibliographical references and index. |
| LCCN | 99050410 |
| ISBN | 0761917411 |
| ISBN | 076191742X (pbk.) |
Availability
| Library | Location | Call Number | Status | Item Actions |
|---|---|---|---|---|
| Joyner | General Stacks | HD9980.5 .N48 2000 | ✔ Available | Place Hold |