New Service Development
eBook - PDF

New Service Development

Creating Memorable Experiences

  1. 344 pages
  2. English
  3. PDF
  4. Available on iOS & Android
eBook - PDF

New Service Development

Creating Memorable Experiences

About this book

The service paradigm is changing from the traditional concept of a service transaction to one of the service experience. Starbucks Coffee, Disney World, and Planet Hollywood, all define their perspective services as experiences. As businesses explicitly charge for memorable encounters, they stimulate a transition from a service economy to a new experience economy. New Service Development: Creating Memorable Experiences 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 implantation. Chapter contributors from the fields of operations management, marketing information technology, and organizational behavior explore the issues that service firms must address to sustain advantage in the new experience economy. Students and professionals in the fields of service management, new product development, and new venture creation will all benefit from the wisdom in this innovative, ground breaking book.

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Yes, you can access New Service Development by James Fitzsimmons,Mona J. Fitzsimmons in PDF and/or ePUB format, as well as other popular books in Business & Organisational Behaviour. We have over one million books available in our catalogue for you to explore.

Table of contents

  1. Cover
  2. Contents
  3. Preface
  4. Introduction
  5. Chapter 1 - A Critical Evaluation of the New Service Development Process: Integrating Service Innovation and Service Design
  6. Chapter 2 - The Contextual and Dialectical Nature of Experiences
  7. Chapter 3 - The Real-Time Service Product: Conquering Customer Time and Space
  8. Chapter 4 - Exploiting the Service Concept for Service Design and Development
  9. Chapter 5 - Exploring the Link between Product and Process Innovation in Services
  10. Chapter 6 - Service Capacity Design with an Integrated Market Utility-Based Method
  11. Chapter 7 - Process Innovation in Knowledge-Intensive Services
  12. Chapter 8 - Design and Delivery of Electronic Services: Implications for Customer Value in Electronic Food Retailing
  13. Chapter 9 - Information Technology: Worker Systems in Structured and Unstructured Environments
  14. Chapter 10 - The Location Decisions of New Services
  15. Chapter 11 - Scripting the Service Encounter
  16. Chapter 12 - The Impact of Service Guarantees on Service Quality at Radisson Hotels Worldwide
  17. Chapter 13 - Service Recovery
  18. Chapter 14 - Models for Customer Selection
  19. Index
  20. About the Editors and Contributors