New Service Development: Creating Memorable Experiences
Autor James A. Fitzsimmons, Mona J. Fitzsimmonsen Limba Engleză Electronic book text – 2 iul 2012
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Specificații
ISBN-13: 9781452221793
ISBN-10: 1452221790
Pagini: 344
Dimensiuni: 152 x 229 mm
Ediția:1
Editura: SAGE Publications
Colecția Sage Publications, Inc
Locul publicării:Thousand Oaks, United States
ISBN-10: 1452221790
Pagini: 344
Dimensiuni: 152 x 229 mm
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
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.