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Service innovation : how to go from customer needs to breakthrough services /

Bettencourt, Lance

Service innovation : how to go from customer needs to breakthrough services / Lance A. Bettencourt - New York : McGraw-Hill, c2010 - xxix, 255 p. : ill. ; 24 cm.

Includes bibliographical references (p. 237-240) and index

Introduction -- Customer needs that drive service innovation -- Discover opportunities for new service innovation -- Discover opportunities for core service innovation -- Discover opportunities for service delivery innovation -- Discover opportunities for supplementary service innovation -- Discover opportunities for service delivery innovation : the provider -- Discover ways to differentiate service delivery -- Define innovative service concepts -- Conclusion

ISBN: 9780071713009 007171300X

Subjects--Topical Terms:
Customer services
Customer services--Technological innovations

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