haku: @indexterm service industries / yhteensä: 657
viite: 125 / 657
| Tekijä: | Tax, S. S. Stuart, I. |
| Otsikko: | Designing and Implementing New Services: The Challenges of Integrating Service Systems |
| Lehti: | Journal of Retailing
1997 : Vol. 73:1, p. 105-134 |
| Asiasana: | SERVICE INDUSTRIES SERVICE PLANNING |
| Kieli: | eng |
| Tiivistelmä: | The design and implementation of new services is a poor 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 alternative 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 sytem. Limitations of the study and suggested avenues for research are presented. |
SCIMA