New service development  creating memorable experiences 
editors, James A. Fitzsimmons & Mona J. Fitzsimmons. 
 - Thousand Oaks, Calif.  Sage Publications  c2000. 
 - xv, 328 p.  ill.  24 cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>0761917411 076191742X (pbk.) 
<br/><br/><label>LCCN: </label>99050410  
<br/><br/><label>Nat. Bib. No.: </label>GBA0-10585 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Management.<br/>Service industries--Management.<br/>Customer services<br/>Product management<br/>New products--Management.
<br/><br/><label>LC Class. No.: </label>HD9980.5  / .N48 2000 
<br/><br/><label>Dewey Class. No.: </label>658.812  / N53211