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New Service Development
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New Service Development
Creating Memorable Experiences



January 2000 | 344 pages | SAGE Publications, Inc
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.

 
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

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ISBN: 9780761917427
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