Service innovation : how to go from customer needs to breakthrough services / Lance A. Bettencourt

By:

Bettencourt, Lance

Material type: Text

TextPublication details: New York : McGraw-Hill, c2010Description: xxix, 255 p. : ill. ; 24 cmISBN:

9780071713009
007171300X

Subject(s):

Contents:

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

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Holdings ( 1 )
Title notes ( 2 )

Holdings
Item type	Current library	Call number	Copy number	Status	Date due	Barcode
Open Shelf	UMPLIB PEKAN	HF5415.5 .B48 2010 (Browse shelf(Opens below))	1	Available		0000064454

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