TY  - BOOK
AU  - Fitzsimmons,James A.
AU  - Fitzsimmons,Mona J.
TI  - New service development: creating memorable experiences
SN  - 0761917411
AV  - HD9980.5 .N48 2000
U1  - 658.812 21
PY  - 2000///
CY  - Thousand Oaks, Calif.
PB  - Sage Publications
KW  - Service industries
KW  - Management
KW  - Local
KW  - Customer services
KW  - Product management
KW  - New products
N1  - 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
ER  -