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Foreword | |
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Acknowledgments | |
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Introduction | |
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Customer Needs that Drive Service Innovation | |
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How Do Service Customers Define Value? | |
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How Can Services Create Value? | |
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How Is a Successful Service Strategy Developed? | |
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Discover Opportunities For New Service Innovation | |
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Discover Why Your Service Is Hired | |
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Discover Why Your Service Might Be Hired | |
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Discover Other Jobs of Customers | |
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Discover Experience Jobs of Customers | |
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Discover Emotional Jobs | |
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Discover New and Emerging Jobs | |
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Discover Opportunities For Core Service Innovation | |
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Define the Core Job | |
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Map the Core Job | |
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Uncover Outcomes | |
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Define a Core Job across Complementary Solutions | |
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Define a Core Job across Substitutes | |
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Relate Outcomes to Emotional Jobs | |
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Discover Opportunities For Service Delivery Innovation | |
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The Universal Job Map for Obtaining Service | |
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Discover Service Delivery Innovation Opportunities | |
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Interpersonal Service Encounters | |
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Discover Opportunities For Supplementary Service Innovation | |
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Discover Supplementary Service Innovation Opportunities Related to the Core Job | |
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Discover Supplementary Service Innovation Opportunities Related to Consumption Chain Jobs | |
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Discover Supplementary Service Innovation Opportunities Related to Product Support | |
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Discover Supplementary Service Innovation Opportunities of Related Job Executors | |
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Discover Opportunities for Service Delivery Innovation: The Provider Perspective | |
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The Universal Job Map for Providing Service | |
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The Service Provider Perspective | |
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Discover Ways to Differentiate Service Delivery | |
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The Dimensions of Service Delivery | |
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Discover Points of Service Delivery Differentiation | |
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Define Innovative Service Concepts | |
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Develop a Service Strategy | |
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Define Innovative Service Concepts | |
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Conclusion: Beyond Services Innovation | |
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Notes | |
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Bibliography | |
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Index | |