Bettencourt, Lance <br/><br/>
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. 
<br/><br/>Includes bibliographical references (p. 237-240) and index 
<br/><br/>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 
<br/><br/><label>ISBN: </label>9780071713009 007171300X 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services<br/>Customer services--Technological innovations