A Critical Evaluation of the New Service Development Process Integrating Service Innovation and Service Design The Contextual and Dialectical Nature of Experiences The Real-Time Service Product Conquering Customer Time and Space Exploiting the Service Concept for Service Design and Development Exploring the Link between Product and Process Innovation in Services Service Capacity Design with an Integrated Market Utility-Based Method Process Innovation in Knowledge-Intensive Services Design and Delivery of Electronic Services Implications for Customer Value in Electronic Retailing Information Technology Worker Systems in Structured and Unstructured Environments The Location Decisions of New Services Scripting the Service Encounter The Impact of Service Guarantees on Service Quality at Radisson Hotels Worldwide Service Recovery Models for Customer Selection
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