Descripciones mejoradas de Syndetics:

The service paradigm is changing from the traditional concept of a service transaction to one of the service experience. Starbucks Coffee, Disney World, and Planet Hollywood, all define their perspective services as experiences. As businesses explicitly charge for memorable encounters, they stimulate a transition from a service economy to a new experience economy. New Service Development: Creating Memorable Experiences 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 implantation. Chapter contributors from the fields of operations management, marketing information technology, and organizational behavior explore the issues that service firms must address to sustain advantage in the new experience economy. Students and professionals in the fields of service management, new product development, and new venture creation will all benefit from the wisdom in this innovative, ground breaking book.

Tabla de contenidos provista por Syndetics

• 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

Notas de autor provistas por Syndetics

James A. Fitzsimmons is the William H. Seay Centennial Professor of Business in the Texas Business School
Mona J. Fitzsimmons holds an undergraduate degree in journalism from the University of Michigan and has done graduate work in geology at California State University, Northridge, and the University of Texas at Austin
Ravi S. Behara is Assistant Professor of Operations Management at Florida Atlantic University
Tonya Boone is Assistant Professor of Operations Management at Ohio State University
Richard B. Chase is Justin B. Dart Professor of Operations at the Marshall School of Business, University of Southern California
Graham Clark is a Senior Lecturer in Operations Management at Cranfield University, United Kingdom
Jo Ann Duffy is Associate Professor of Management at Sam Houston State University
Cheryl Gaimon is Professor of Operations Management in the DuPree College of Management at the Georgia Institute of Technology
Susan E. Geurs is Vice President of Guest Services at Radisson Hospitality Worldwide
John C. Goodale is Assistant Professor of Management at Ball State University
Sudheer Gupta is Assistant Professor of Operations Management at the University of Michigan Business School
Julie M. Hays is a doctoral student in the Operations and Management Science department at the University of Minnesota
Gregory R. Heim is a doctoral candidate in the Operations and Management Science department at the Carlson School of Management, University of Minnesota
Arthur V. Hill is Professor in the Operations and Management Science department at the University of Minnesota
Susan Paul Johnson is Adjunct Assistant Professor of Decision and Information Analysis at the Roberto C. Goizueta Business School, Emory University
Robert Johnston is Associate Dean at Warwick Business School, University of Warwick, United Kingdom
Larry J. Menor is a doctoral candidate in operations management at the Kenan-Flagler Business School, University of North Carolina at Chapel Hill
Richard Metters is Assistant Professor at the Cox School of Business, Southern Methodist University
Karen Napoleon is Assistant Professor in the Department of Management, University of Georgia
Richard W. Oliver is Professor of the Practice of Management, Owen Graduate School of Management, Vanderbilt University
Madeleine E. Pullman is Assistant Professor of Operations Management at Southern Methodist University
Aleda V. Roth (Ph.D., Ohio State University) is Professor and Area Chair of Operations Management at the Kenan-Flager Business School, University of North Carolina at Chapel Hill
Roland T. Rust is the Madison S. Wigginton Professor of Management and Director of the Center for Service Marketing, Owen Graduate School of Management, Vanderbilt University
Roger W. Schmenner is Associate Dean of Indianapolis programs at Indiana University
Michael Shulver is a Lecturer in Operations Management at Warwick Business School, University of Warwick, United Kingdom
Kingshuk K. Sinha is Associate Professor in the Operations and Management Science department, Carlson School of Management, University of Minnesota
William L. Smith is Assistant Professor of Management and Director of the Center for Business and Economic Development, Emporia State University
David A. Tansik is Associate Professor of Management and Policy at the University of Arizona
Mirjana Vajic is a Ph.D. candidate in the Faculty of Management, McGill University, Montreal
Rohit Verma is Assistant Professor of Operations at DePaul University