Phranakorn Rajabhat University Library

Service innovation: How to go from customer needs to break through services

Bettencourt, Lance A.

Service innovation: How to go from customer needs to break through 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.

9780071713009


CUSTOMER SERVICES
CUSTOMER SERVICES--TECHNOLOGICAL INNOVATIONS

HF 5415.5 / B48S 2010

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