000			02871cam a2200325 a 4500
008			990922s2000 caua b 01 0 eng
010			_a 99050410
020			_a978-0761917427
040			_aDLC _cDLC _dDLC
050	0	0	_aHD9980.5 _b.N48 2000
082	0	0	_a658.8/12 _221
245	0	0	_aNew service development : _bcreating memorable experiences _ceditors by James A. Fitzsimmons & Mona J. Fitzsimmons
260			_aThousand Oaks, Calif. : _bSage Publications, _cc2000.
300			_axv, 328 p. : _bill. ; _c23 cm.
504			_aIncludes bibliographical references and index.
650		0	_aService industries _xManagement
650		0	_aNew products _xManagement
650		0	_aProduct management
650		0	_aCustomer services
700	1		_aFitzsimmons, James A., _eEdited by
700	1		_aFitzsimmons, Mona J., _eEdited by
035			_a(IMchF)fol05566550
505	0		_aA 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.
526	0		_aTBS953
520			_aThis 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.
005			20170126101110.0
001			63925
003			UOWD
942			_cREGULAR
999			_c29017 _d29017