New Service Development : Creating Memorable Experiences

Booknews

Fourteen contributions address the current movement in business from the concept of service to service , arranged into three broad areas: the service innovation process; topics of service process design; and service process implementation. International contributors from the fields of operations management, marketing information technology, and organizational behavior address topics including the contextual and dialectical nature of experiences; process innovation in knowledge-intensive services; and scripting the service encounter. Suited to faculty in marketing and management and their graduate and undergraduate students. Annotation c. Book News, Inc., Portland, OR (booknews.com)