000			02479nam a2200325Ia 4500
001			250999
003			OCoLC
005			20160527185920.0
008			990922s2000 caua b 001 0 eng
010			_a 99050410
015			_aGBA0-10585
020			_a0761917411
020			_a076191742X (pbk.)
040			_aDLC _cDLC _dUKM _dPMC
049			_aPUXA _bev
050	0	0	_aHD9980.5 _b.N48 2000
082	0	0	_a658.812 _bN53211 _221
245	0	0	_aNew service development _bcreating memorable experiences _ceditors, James A. Fitzsimmons & Mona J. Fitzsimmons.
260			_aThousand Oaks, Calif. _bSage Publications _cc2000.
300			_axv, 328 p. _bill. _c24 cm.
504			_aIncludes bibliographical references and index.
505	0		_aA 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.
650		0	_aService industries _xManagement. _2Local _9168847
650		4	_aService industries _xManagement. _2Local _9168847
650		0	_aCustomer services _2Local _983493
650		0	_aProduct management _2Local _9154120
650		0	_aNew products _xManagement. _2Local _9142390
700	1		_aFitzsimmons, James A. _2Local _997010
700	1		_aFitzsimmons, Mona J. _2Local _997012
999			_c180427 _d180427