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Titolo:
DESIGNING AND IMPLEMENTING NEW SERVICES - THE CHALLENGES OF INTEGRATING SERVICE SYSTEMS
Autore:
TAX SS; STUART I;
Indirizzi:
UNIV VICTORIA,FAC BUSINESS,POB 3015 VICTORIA BC V8W 3P1 CANADA
Titolo Testata:
Journal of retailing
fascicolo: 1, volume: 73, anno: 1997,
pagine: 105 - 134
SICI:
0022-4359(1997)73:1<105:DAINS->2.0.ZU;2-X
Fonte:
ISI
Lingua:
ENG
Soggetto:
FINANCIAL SERVICES; MANAGEMENT; FAILURE; DISTINGUISHES; CUSTOMERS; SUCCESS;
Tipo documento:
Article
Natura:
Periodico
Settore Disciplinare:
Physical, Chemical & Earth Sciences
Citazioni:
63
Recensione:
Indirizzi per estratti:
Citazione:
S.S. Tax e I. Stuart, "DESIGNING AND IMPLEMENTING NEW SERVICES - THE CHALLENGES OF INTEGRATING SERVICE SYSTEMS", J RETAILING, 73(1), 1997, pp. 105-134

Abstract

The design and implementation of new services is a poorly understood process. The limited prior research has been characterized by the adoption of models that fail to consider important aspects of service planning, notably the impact that a new service may have on the existing service system. This article addresses many of these deficiencies by: (a) providing an alternate conceptualization of what constitutes a new service, (b) analyzing three case studies to gain additional insights into design challenges, (c) developing frameworks for assessing service design, and (d) presenting and discussing a planning cycle for the integration of new services into an operating service system. Limitations of the study and suggested avenues for research are presented.

ASDD Area Sistemi Dipartimentali e Documentali, Università di Bologna, Catalogo delle riviste ed altri periodici
Documento generato il 05/12/20 alle ore 23:40:34