01128nam a2200205 a 4500001001400000003000700014005001700021008004100038020001800079020001500097040000800112100002300120245010500143260003600248300003500284504006300319505046900382650002200851650004900873vtls000057425KUKTEM20251117145505.0111214t2010    nyua   f      001 0 eng d  a9780071713009  a007171300X  aUMP1 aBettencourt, Lance10aService innovation :bhow to go from customer needs to breakthrough services /cLance A. Bettencourt  aNew York :bMcGraw-Hill,cc2010  axxix, 255 p. :bill. ;c24 cm.  aIncludes bibliographical references (p. 237-240) and index0 aIntroduction -- 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 0aCustomer services 0aCustomer servicesxTechnological innovations