New Service Development: Creating Memorable Experiences

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.

"...the service paradigm is changing from the traditional concept of a service transaction to one of the service experience. Starbucks Coffee and Disney World, for example, all define their perspective services as experiences."

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.

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)