Cantitate/Preț
Produs

New Service Development: Creating Memorable Experiences

Autor James A. Fitzsimmons, Mona J. Fitzsimmons
en Limba Engleză Paperback – 20 dec 1999
This is the first book to address the topic of new service development for the evolving experience economy. It draws upon the expertise of internationally recognized authors and covers topics in service innovation, process design, and implementation. Contributors from the fields of operations management, marketing, marketing information technology, and organizational behaviour explore the issues that service firms must address to sustain advantage in the new experience economy.
Citește tot Restrânge

Preț: 70827 lei

Preț vechi: 86374 lei
-18% Nou

Puncte Express: 1062

Preț estimativ în valută:
13555 14080$ 11259£

Carte tipărită la comandă

Livrare economică 03-17 februarie 25

Preluare comenzi: 021 569.72.76

Specificații

ISBN-13: 9780761917427
ISBN-10: 076191742X
Pagini: 344
Ilustrații: black & white illustrations
Dimensiuni: 152 x 229 x 18 mm
Greutate: 0.46 kg
Ediția:1
Editura: SAGE Publications
Colecția Sage Publications, Inc
Locul publicării:Thousand Oaks, United States

Cuprins

A Critical Evaluation of the New Service Development Process
Integrating Service Innovation and Service Design
The Contextual and Dialectical Nature of Experiences
The Real-Time Service Product
Conquering Customer Time and Space
Exploiting the Service Concept for Service Design and Development
Exploring the Link between Product and Process Innovation in Services
Service Capacity Design with an Integrated Market Utility-Based Method
Process Innovation in Knowledge-Intensive Services
Design and Delivery of Electronic Services
Implications for Customer Value in Electronic Retailing
Information Technology
Worker Systems in Structured and Unstructured Environments
The Location Decisions of New Services
Scripting the Service Encounter
The Impact of Service Guarantees on Service Quality at Radisson Hotels Worldwide
Service Recovery
Models for Customer Selection

Descriere

This is the first book to address the topic of new service development for the evolving experience economy. It draws upon the expertise of internationally recognized authors and covers topics in service innovation, process design, and implementation. Contributors from the fields of operations management, marketing, marketing information technology, and organizational behaviour explore the issues that service firms must address to sustain advantage in the new experience economy.