02479nam a2200325Ia 4500 250999 OCoLC 20160527185920.0 990922s2000 caua b 001 0 eng 99050410 GBA0-10585 0761917411 076191742X (pbk.) DLC DLC UKM PMC PUXA ev HD9980.5 .N48 2000 658.812 N53211 21 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. Includes bibliographical references and index. 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. Service industries Management. Local 168847 Service industries Management. Local 168847 Customer services Local 83493 Product management Local 154120 New products Management. Local 142390 Fitzsimmons, James A. Local 97010 Fitzsimmons, Mona J. Local 97012 180427 180427 0 0 ddc 0 658_812000000000000_N53211 0 evl 99692 10 10 1 2016-05-27 34.95 351644 0 658.812 N53211 80000002113523 2016-05-27 00:00:00 r:250999 6