Service innovation
Subtitle: how to go from customer needs to breakthrough services
By: Lance A. Bettencourt
Publisher: McGraw-Hill
Published: 2010
Place of publication: New York
Language: eng
Number of pages: 255
ISBN-13: 9780071713009
Notes: Includes bibliographical references (p. 237-240) and index.
Table of contents: title: Introduction; title: Customer needs that drive service innovation; title: Discover opportunities for new service innovation; title: Discover opportunities for core service innovation; title: Discover opportunities for service delivery innovation; title: Discover opportunities for supplementary service innovation; title: Discover opportunities for service delivery innovation : the provider; title: Discover ways to differentiate service delivery; title: Define innovative service concepts; title: Conclusion.