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Service Innovation How to Go from Customer Needs to Breakthrough Services

ISBN-10: 007171300X

ISBN-13: 9780071713009

Edition: 2010

Authors: Lance Bettencourt

List price: $34.00
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Book details

List price: $34.00
Copyright year: 2010
Publisher: McGraw-Hill Companies, The
Publication date: 6/16/2010
Binding: Hardcover
Pages: 304
Size: 6.25" wide x 9.00" long x 0.75" tall
Weight: 1.518
Language: English

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