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 reconized authors and covers topics in service innovation, process design, and implantation. Chapter 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. INDICE: Services TodayThe Distinguishing CharacteristicsDeveloping the Service ProductKnowing the CustomerMarketing of ServicesAttaining High QualityReleasing People PotentialStrategies for GrowthManaging Information Some Select Service Industries General Insurance; Life Insurance; Public Services; Hospital; Tourism
- ISBN: 978-0-7619-9372-8
- Editorial: SAGE Publications Pvt. Ltd
- Encuadernacion: Rústica
- Páginas: 336
- Fecha Publicación:
- Nº Volúmenes: 1
- Idioma: