Customer-Driven Services Management

by S. Balachandran

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.

336 pages, Hardcover

First published January 1, 1999