Summary
Contents
Subject index
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.
Design and Delivery of Electronic Services: Implications for Customer Value in Electronic Food Retailing
Design and Delivery of Electronic Services: Implications for Customer Value in Electronic Food Retailing
Electronic commerce has come of age and presents unprecedented opportunities to create value for customers as well as unlimited possibilities to fail (Biro, 1998; Hagel & Armstrong, 1997; Harrington & Reed, 1996; Yoffie, 1997). We recognize the novelty of electronic services and their potential to define new industries and redefine existing ones. These services have stimulated an urgent push toward developing a new paradigm for service operations management that will take full advantage of the technological advances of the 21st century. Our premise is that understanding the complex and dynamic interrelationships between electronic service products ...
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