New service development: creating memorable experiences
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
Thousand Oaks [u.a.]
Sage
2000
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XV, 328 S. graph. Darst. |
| ISBN: | 0761917411 076191742X |
Internformat
MARC
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| 245 | 1 | 0 | |a New service development |b creating memorable experiences |c Ed., James A. Fitzsimmons ... |
| 264 | 1 | |a Thousand Oaks [u.a.] |b Sage |c 2000 | |
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| 650 | 7 | |a Dienstensector |2 gtt | |
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| 650 | 7 | |a Management |2 gtt | |
| 650 | 4 | |a Customer services | |
| 650 | 4 | |a New products |x Management | |
| 650 | 4 | |a Product management | |
| 650 | 4 | |a Service industries |x Management | |
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Datensatz im Suchindex
| _version_ | 1804128182444490752 |
|---|---|
| adam_text | Contents
Preface ix
Introduction xi
Service Innovation xi
Service Process Design xiii
Service Process Implementation xiv
1. A Critical Evaluation of the New Service Development
Process: Integrating Service Innovation and Service Design 1
Susan Paul Johnson, Larry J. Menor, Aleda V. Roth, Richard B. Chase
An NSD Primer 3
A Review of NSD Processes 9
NSD Process Cycle 17
The NSD Innovation Matrix 19
Propositions for Future Research 24
Conclusion 27
2. The Contextual and Dialectical Nature of Experiences 33
Sudheer Gupta, Mirjana Vajic
What Is an Experience? 35
Context/Cognition Dialectics: Situated Action Framework 40
Designing Experiences 43
Implications for Organizations 48
Conclusion 50
3. The Real Time Service Product:
Conquering Customer Time and Space 52
Roland T. Rust, Richard W. Oliver
Blurring the Line Between Products and Services 53
Real Time Marketing 54
The Changing Nature of the Service Product 55
How Technology Is Shrinking Segment Sizes 59
The Real Time Service Product 64
A New Paradigm for Service Development 67
Conclusion 69
4. Exploiting the Service Concept for Service Design
and Development 71
Graham Clark, Robert Johnston, Michael Shulver
Defining the Service Concept 72
Using the Service Concept to Gain Alignment 75
Profiling Organisations Service Concepts 79
Using the Service Concept to Understand and Manage Change 82
Conclusion 90
5. Exploring the Link Between Product and Process
Innovation in Services 92
Tonya Boone
Product and Process Research 93
Case Study Method 96
Case Descriptions 98
Study Results 104
Conclusion 107
6. Service Capacity Design With an Integrated Market
Utility Based Method 111
Madeleine E. Pullman, John C. Goodale, Rohit Verma
A Review of Related Research 113
The Market Utility Based Model 120
Illustration of the MUM 124
Conclusion 134
7. Process Innovation in Knowledge Intensive Services 138
Ravi S. Behara
Service Process Innovation as Knowledge Management 139
The Project 141
Empathic Process Innovation Methodology 141
Systemic Problem Formulation 143
Process Mapping 145
System Specification 148
Conclusion 149
8. Design and Delivery of Electronic Services:
Implications for Customer Value in Electronic Food Retailing 152
Gregory R. Heim, Kingshuk K. Sinha
Electronic and Traditional Services: Some Background 154
Food Retailing: An Overview 156
Electronic Service Product Structure 159
Electronic Services Process Structure 163
The Matrix 169
Discussion of the Propositions 171
Conclusion 173
Glossary 179
9. Information Technology: Worker Systems in Structured
and Unstructured Environments 183
Cheryl Gaimon, Karen Napoleon
The Simple IT Worker System 185
The Complex IT Worker System 188
Modeling Simple and Complex IT Worker Systems 192
Measuring Output Volume for IT Worker Systems 200
Measuring Premium Quality for IT Worker Systems 205
Optimal Solutions for Models A and B 210
Research Results and Summary 212
Conclusion 214
10. The Location Decisions of New Services 216
Roger W. Schmenner
Investigating the Location Choice 223
Service Process Matrix Related Distinctions 232
Conclusion 236
11. Scripting the Service Encounter 239
David A. Tansik, William L Smith
The Work of the Organization: Jobs 240
The Role of Scripts in Designing Service System Jobs 241
Psychological Issues in Scripts 242
Nonverbal Scripting 244
Issues in Job Scripting for Services 246
Scripting in Service Organizations 256
Conclusion 260
12. The Impact of Service Guarantees on Service Quality
at Radisson Hotels Worldwide 264
Julie M. Hays, Arthur V. Hill, Susan E. Geurs
Radisson s Strategic Business Context 265
Radisson s Service Guarantee 267
Employee Survey 270
Radisson Performance Metrics 273
Conclusion 275
13. Service Recovery 277
Jo Ann Duffy
Advantages of Service Recovery Systems 278
The Recovery System 279
Special Design Issues 287
Approaches to Service Recovery 288
Conclusion 289
14. Models for Customer Selection 291
Richard Metters
History of Scoring Models 293
Scoring Methodologies and Implementation 294
Problems With Scoring Models 300
Conclusion 302
Index 305
About the Editors and Contributors 321
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| indexdate | 2024-07-09T18:45:11Z |
| institution | BVB |
| isbn | 0761917411 076191742X |
| language | English |
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| physical | XV, 328 S. graph. Darst. |
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| spelling | New service development creating memorable experiences Ed., James A. Fitzsimmons ... Thousand Oaks [u.a.] Sage 2000 XV, 328 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Dienstensector gtt Klantenservice gtt Management gtt Customer services New products Management Product management Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf (DE-588)4143413-4 Aufsatzsammlung gnd-content Dienstleistungsbetrieb (DE-588)4012181-1 s DE-604 Fitzsimmons, James A. Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=009141469&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | New service development creating memorable experiences Dienstensector gtt Klantenservice gtt Management gtt Customer services New products Management Product management Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| subject_GND | (DE-588)4012181-1 (DE-588)4143413-4 |
| title | New service development creating memorable experiences |
| title_auth | New service development creating memorable experiences |
| title_exact_search | New service development creating memorable experiences |
| title_full | New service development creating memorable experiences Ed., James A. Fitzsimmons ... |
| title_fullStr | New service development creating memorable experiences Ed., James A. Fitzsimmons ... |
| title_full_unstemmed | New service development creating memorable experiences Ed., James A. Fitzsimmons ... |
| title_short | New service development |
| title_sort | new service development creating memorable experiences |
| title_sub | creating memorable experiences |
| topic | Dienstensector gtt Klantenservice gtt Management gtt Customer services New products Management Product management Service industries Management Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| topic_facet | Dienstensector Klantenservice Management Customer services New products Management Product management Service industries Management Dienstleistungsbetrieb Aufsatzsammlung |
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