creating memorable experiences Fitzsimmons, James A. Fitzsimmons, Mona J. text bibliography cau Thousand Oaks, Calif Sage Publications c2000 2000 monographic eng

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xv, 328 p. ill. 24 cm. 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. editors, James A. Fitzsimmons & Mona J. Fitzsimmons. Includes bibliographical references and index. Service industries Management Service industries Management Customer services Product management New products Management HD9980.5 .N48 2000 658.812 N53211 0761917411 076191742X (pbk.) 99050410 DLC 990922 20160527185920.0 250999