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.

James A. Fitzsimmons is the William H. Seay Centennial Professor of Business in the Texas Business School Mona J. Fitzsimmons holds an undergraduate degree in journalism from the University of Michigan and has done graduate work in geology at California State University, Northridge, and the University of Texas at Austin Ravi S. Behara is Assistant Professor of Operations Management at Florida Atlantic University Tonya Boone is Assistant Professor of Operations Management at Ohio State University Richard B. Chase is Justin B. Dart Professor of Operations at the Marshall School of Business, University of Southern California Graham Clark is a Senior Lecturer in Operations Management at Cranfield University, United Kingdom Jo Ann Duffy is Associate Professor of Management at Sam Houston State University Cheryl Gaimon is Professor of Operations Management in the DuPree College of Management at the Georgia Institute of Technology Susan E. Geurs is Vice President of Guest Services at Radisson Hospitality Worldwide John C. Goodale is Assistant Professor of Management at Ball State University Sudheer Gupta is Assistant Professor of Operations Management at the University of Michigan Business School Julie M. Hays is a doctoral student in the Operations and Management Science department at the University of Minnesota Gregory R. Heim is a doctoral candidate in the Operations and Management Science department at the Carlson School of Management, University of Minnesota Arthur V. Hill is Professor in the Operations and Management Science department at the University of Minnesota Susan Paul Johnson is Adjunct Assistant Professor of Decision and Information Analysis at the Roberto C. Goizueta Business School, Emory University Robert Johnston is Associate Dean at Warwick Business School, University of Warwick, United Kingdom Larry J. Menor is a doctoral candidate in operations management at the Kenan-Flagler Business School, University of North Carolina at Chapel Hill Richard Metters is Assistant Professor at the Cox School of Business, Southern Methodist University Karen Napoleon is Assistant Professor in the Department of Management, University of Georgia Richard W. Oliver is Professor of the Practice of Management, Owen Graduate School of Management, Vanderbilt University Madeleine E. Pullman is Assistant Professor of Operations Management at Southern Methodist University Aleda V. Roth (Ph.D., Ohio State University) is Professor and Area Chair of Operations Management at the Kenan-Flager Business School, University of North Carolina at Chapel Hill Roland T. Rust is the Madison S. Wigginton Professor of Management and Director of the Center for Service Marketing, Owen Graduate School of Management, Vanderbilt University Roger W. Schmenner is Associate Dean of Indianapolis programs at Indiana University Michael Shulver is a Lecturer in Operations Management at Warwick Business School, University of Warwick, United Kingdom Kingshuk K. Sinha is Associate Professor in the Operations and Management Science department, Carlson School of Management, University of Minnesota William L. Smith is Assistant Professor of Management and Director of the Center for Business and Economic Development, Emporia State University David A. Tansik is Associate Professor of Management and Policy at the University of Arizona Mirjana Vajic is a Ph.D. candidate in the Faculty of Management, McGill University, Montreal Rohit Verma is Assistant Professor of Operations at DePaul University