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.

Contenuti

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

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