| 000 -LEADER |
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| fixed length control field |
02871cam a2200325 a 4500 |
| FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
990922s2000 caua b 01 0 eng |
| LIBRARY OF CONGRESS CONTROL NUMBER |
|---|
| LC control number |
99050410 |
| INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
978-0761917427 |
| CATALOGING SOURCE |
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| Original cataloging agency |
DLC |
| Transcribing agency |
DLC |
| Modifying agency |
DLC |
| LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HD9980.5 |
| Item number |
.N48 2000 |
| DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.8/12 |
| Edition number |
21 |
| SYSTEM CONTROL NUMBER |
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| System control number |
(IMchF)fol05566550 |
| DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20170126101110.0 |
| CONTROL NUMBER |
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| control field |
63925 |
| CONTROL NUMBER IDENTIFIER |
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| control field |
UOWD |
| TITLE STATEMENT |
|---|
| Title |
New service development : |
| Remainder of title |
creating memorable experiences |
| Statement of responsibility, etc |
editors by James A. Fitzsimmons & Mona J. Fitzsimmons |
| PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
Thousand Oaks, Calif. : |
| Name of publisher, distributor, etc |
Sage Publications, |
| Date of publication, distribution, etc |
c2000. |
| PHYSICAL DESCRIPTION |
|---|
| Extent |
xv, 328 p. : |
| Other physical details |
ill. ; |
| Dimensions |
23 cm. |
| BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes bibliographical references and index. |
| FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
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. |
| STUDY PROGRAM INFORMATION NOTE |
|---|
| Program name |
TBS953 |
| SUMMARY, ETC. |
|---|
| Summary, etc |
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. |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Service industries |
| General subdivision |
Management |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
New products |
| General subdivision |
Management |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Product management |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Customer services |
| ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Fitzsimmons, James A., |
| Relator term |
Edited by |
| ADDED ENTRY--PERSONAL NAME |
|---|
| Personal name |
Fitzsimmons, Mona J., |
| Relator term |
Edited by |
| ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
REGULAR |