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Service Innovation: How to Go from Customer Needs to Breakthrough Services
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Service Innovation: How to Go from Customer Needs to Breakthrough Services

3.63  ·  Rating Details ·  24 Ratings  ·  3 Reviews
Advance praise for Service Innovation:

"To the CEOs of all service companies I deal with: READ THIS BOOK!" -- Dave Wascha, senior director, Bing Product Management, Microsoft Corporation

"Lance Bettencourt deftly blends his academic and consulting experience to provide an example-rich, readable, practical, and innovative discussion of service innovation." -- Leonard Berry,
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Hardcover, 255 pages
Published June 18th 2010 by McGraw-Hill
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Fred Zimny
Aug 29, 2010 Fred Zimny rated it really liked it
Lance Bettencourt, author of Service Innovation: How to Go From Customer Needs to Breakthrough Services, has a passion for services. For decades he was an academic in services marketing and management. Now, an experienced strategy adviser for Strategyn, he realized that there was not much written about service innovation.

So he wrote this book. Bettencourt outlines a framework that operational managers can easily understand and use to implement.

The core
Bettencourt approaches service innovation by
...more
Jose Papo
Jul 27, 2013 Jose Papo rated it it was amazing
This book should be required reading in Brazil. If you work in a service industry this book will be mind blowing. But even if you are innovating through a product this book will help you. It uses the Outcome-driven innovation methodology.
Hflai
Mar 30, 2013 Hflai rated it liked it
THis book is not easy to capture the thoughts of the author. but it really inspires my new thinking about service innovation approaches.
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