Download or read book Service Provider Customer Interactions Key to Success of Innovative Services written by Antje Hoffmann and published by . This book was released on 2005 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: The majority of service providers have recognized the need to develop innovative services that meet sophisticated customer needs on time. Because of structural changes in the market, rising costs and shorter lifecycles of services and technologies this has become a more demanding task than ever before. Most of the existing research focuses on the development of products rather than services. However, research in service related innovation activities is highly rewarding, as the service market is about to become a dominant factor of economic development. The objective of this paper is to provide an overview of the current state of interaction research with special focus on service marketing and service purchasing processes. A short presentation of the most important theoretical results and findings from empirical studies will be given. Furthermore, we will present results from our own case study investigating the IT Service industry. In this context, we have identified three different approaches of successful interactions between service providers and potential buyers during marketing and purchasing processes with innovative results. We will describe these approaches, show their similarities and differences and as a result, provide recommendations for the service industry and potential buyers. -- service provider ; service market ; service marketing ; service purchasing

Download or read book Conference Bulletin written by and published by . This book was released on 2005 with total page 142 pages. Available in PDF, EPUB and Kindle. Book excerpt: Contains abstracts of papers presented at the conference.

Download or read book Innovation in an Advanced Consumer Society written by Peder Inge Furseth and published by Oxford University Press. This book was released on 2016 with total page 207 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book aims to develop innovation theory by focusing on innovation in a consumer society. In an advanced consumer society, services dominate and are provided through digital as well as physical channels by local, national and global firms. This book aims to identify the ways in which value can be increased for all stakeholders through both incremental and disruptive innovation. When interacting with leading businesses, there is a common acceptance that we need a better understanding of how to innovate in a service economy. Today, most advanced economies are service and knowledge based, accounting for about 70 percent of GDP. OECD reports document a considerable knowledge gap related to service innovation. It is a challenge for both business and society that future economic growth will increasingly be based on services rather than manufacturing and products. Failing to understand innovation issues in this context as an engine for growth is somewhat alarming. This raises the question: do we know how to innovate successfully in a consumer driven society? In this book, the authors develop the concept of Value Driven Service Innovation, alongside a methodology for applying this approach in practice: the Service Innovation Triangle. They develop a better understanding of innovation, based on the uniqueness of services in order to develop the theory of service innovation suitable for a consumer society.

Download or read book Handbook of Research on Entrepreneurship in Professional Services written by Markus Reihlen and published by Edward Elgar Publishing. This book was released on 2012-01-01 with total page 425 pages. Available in PDF, EPUB and Kindle. Book excerpt: ÔProfessional service firms are critical agents of contemporary economies and understanding them has become a central focus of recent scholarship. This very timely and well organized Handbook brings together several leading scholars who explore how we might think and theorize about professional service firms and their entrepreneurial behaviours. The Handbook will become a key source for the growing community of researchers in this area.Õ Ð Royston Greenwood, University of Alberta, Canada ÔFor too long, both researchers and practitioners have presumed that professional service firms follow the status quo when they should better understand how these professionals set the rules for globalization. This Handbook reminds us that professionals are as much the shock-troops of capitalism as the multinational corporations that they serve. As this Handbook shows, the leading firms successfully compete with each other by fostering entrepreneurship and innovation in order to service an institutional system that undergirds the international economy.Õ Ð Christopher McKenna, University of Oxford, UK Professional services are increasingly seen as an important foundation for future economic growth and prosperity. Yet research on innovative and entrepreneurial processes in professional services has been surprisingly scarce. This Handbook provides a collection of original contributions from leading scholars outlining the current stock of knowledge in the area as well as providing directions for further research. The expert contributors discuss entrepreneurship and innovation from a number of different perspectives, including the entrepreneurial professional team, the entrepreneurial firm and the institutional environment. The first part of the book looks at the challenges of entrepreneurship specific to the professional service firm while the second explores the creation and exploitation of entrepreneurial opportunities in the professional service team. Part III turns to the organization and Part IV to the management and growth of the entrepreneurial professional service firm. The final part discusses the interplay between professions, firms and the institutional environment. Researchers, scholars and PhD students in the areas of entrepreneurship and professional service firms along with advanced students of management will find this volume of great value.

Download or read book This is Service Design Thinking written by Marc Stickdorn and published by John Wiley & Sons. This book was released on 2012-01-11 with total page 389 pages. Available in PDF, EPUB and Kindle. Book excerpt: How to design and market services to create outstanding customer experiences Service design thinking is the designing and marketing of services that improve the customer experience, and the interactions between the service providers and the customers. If you have two coffee shops right next to each other, and each sell the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. Maybe one plays music and the other doesn't. Maybe one takes credit cards and the other is cash only. Maybe you like the layout of one over the other, or one has more comfortable seating. Maybe the staff at one is friendlier, or draws fun shapes on the top of their lattes. All of these nuances relate to service design. This Is Service Design Thinking combines the knowledge of twenty-three international authors and even more online contributors from the global service design community and is divided into three sections: Basics: outlines service design thinking along five basic principles Tools: describing a variety of tools and methods used in Service Design Thinking Cases: vivid examples for the introduced fundamentals with real-life case studies from 5 companies that did inspiring projects within the field of Service Design At the end, a one-page "Customer Journey Canvas" is included, which can be used to quickly sketch any service on a single sheet of paper—capturing different stakeholder concerns: e.g. customers, front-line staff and management.

Download or read book The Development of Service Economy written by Zhenhua Zhou and published by Springer. This book was released on 2015-10-26 with total page 321 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book focuses on service economy development, particularly on how an industrial economy evolves into a service economy. The book is organized in three sections: The first theoretically answers the general question "what is the service economy?” The second explains the mechanism of the service economy’s formation and development, revealing the evolution trends and attempts to answer the question “where does the service economy come from?" The third section includes an in-depth analysis of Chinese case studies to answer the key question "how can the service economy development be promoted?" Readers will discover what the service economy is and how it relates to and differs from the industrial economy. More importantly, it will provide policy-makers with suggestions for how to promote service-economy development. ​

Download or read book Proceedings of the XIII International Symposium SymOrg 2012 Innovative Management and Business Performance written by and published by University of Belgrade, Faculty of Organizational Sciences . This book was released on 2012-06-03 with total page 2004 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Service Innovation written by Anders Gustafsson and published by Business Expert Press. This book was released on 2016-04-15 with total page 233 pages. Available in PDF, EPUB and Kindle. Book excerpt: All the world's most advanced economies are dominated by service. The service sector also employs the largest number of people and it is the fastest growing sector, both in number of companies and employees. The questions posed in the book are: (1) How is it growing; (2) what are these new service innovations; (3) what are the drivers; and (4) how can organizations work with service innovations in a structured way? The book views service as the value-creating activity that customers perform in their own context. The role of a company is to provide the resources and knowledge to enable value creation. Based on this view, we develop a model of service innovation and develop guidelines for what is required from the organizational perspective; how should an organization view its customers in order to be successful, what does a service development process look like, and how to transform an organization that has a product focus to a service or solution provider.

Download or read book Public Relations and the Power of Creativity written by Sarah Bowman and published by Emerald Group Publishing. This book was released on 2018-10-04 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume demonstrates a range of possibilities for creative thinking about public relations management and collaboration in different settings and with different purposes. The chapters hint at opportunities, point towards innovation, and challenge our thinking about the power of creativity.

Download or read book Total Innovative Management Excellence TIME written by H. James Harrington and published by CRC Press. This book was released on 2020-04-13 with total page 458 pages. Available in PDF, EPUB and Kindle. Book excerpt: Dr. H. James Harrington and Frank Voehl have gathered together the thoughts and ideas of more than 20 of the most creative innovation thought leaders from business, professional practice, and academia in this compelling book. The thought leaders look at innovation from almost every angle – their statements offer an unparalleled view of innovation and provide a depth of insight that is extraordinary. Harrington and Voehl’s reflection on each chapter, and on the sections within the book, provides useful links between themes and reinforces the relationships between many of the ideas. Anyone interested in innovation (practitioner or researcher) will benefit from this global thought collection. The contributors' multiple perspectives, models, practical examples, and stories provide a sense of innovation that no single writer could ever capture. A company’s future growth will only come through successful innovation. This book is organized around Dr. Harrington's innovation pyramid, which consists of the 16 building blocks required to bring about significant improvements in an organization’s ability to deliver creative products. It highlights the principles and recommendations in ISO's new innovation standard 56002 and provides many new concepts that are not included in the standard. It includes a free, powerful, and valuable online customized innovation maturity analysis. Following three unassailable facts will strike you as soon as you read this book: 1. Innovation is the new mantra; whether you're involved in a not-for-profit, for-profit, service sector, or governmental organization. 2. Understanding that innovation and creative activities penetrate into every part of an organization requiring multiple perspectives that drive a new way of thinking and working that impacts the organization's culture, social operations, and commercial context that impacts the total organization, and not just new products or services. 3. Innovation is an exciting adventure. Total Innovative Management Excellence (TIME): The Future of Innovation (978-0-367-43242-3, 340635) draws on insights from around the globe in order to be competitive in fast-moving technologies.

Download or read book The Routledge Companion to Innovation Management written by Jin Chen and published by Routledge. This book was released on 2019-02-14 with total page 600 pages. Available in PDF, EPUB and Kindle. Book excerpt: Innovation contributes to corporate competitiveness, economic performance and environmental sustainability. In the Internet era, innovation intelligence is transferred across borders and languages at an unprecedented rate, yet the ability to benefit from it seems to become more divergent among different corporations and countries. How much an organization can benefit from innovation largely depends on how well innovation is managed in it. Thus, there is a discernible increase in interest in the study of innovation management. This handbook provides a comprehensive guide to this subject. The handbook introduces the basic framework of innovation and innovation management. It also presents innovation management from the perspectives of strategy, organization and resource, as well as institution and culture. The book’s comprehensive coverage on all areas of innovation management makes this a very useful reference for anyone interested in the subject.

Download or read book Involving Customers In New Service Development written by Bo Edvardsson and published by World Scientific. This book was released on 2006-10-13 with total page 333 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book deals with how companies can involve customers or users in order to learn with them in the field of service-based business development. It presents a variety of customer-involvement approaches, methods for learning with customers, and the results of case studies conducted in both service and manufacturing companies focusing on value-creation through services.Based on research carried out by several research groups around the world, as well as on illustrative cases, the book creates new actionable knowledge regarding customer-involvement which will be useful for both practitioners and scholars.Benefits for readers include: an understanding of the business potential of learning with customers and other users; an overview of the fields of new service development and customer-involvement with regard to concepts, theoretical frameworks, and models, in addition to strategies and techniques for involving users in fruitful ways during the innovation process; an illustration of the cases based on the results of empirical studies; and managerial implications and guidelines regarding how to manage customer-involvement during the different phases of the new service and business development process./a

Download or read book Service Design for Business written by Ben Reason and published by John Wiley & Sons. This book was released on 2015-11-18 with total page 206 pages. Available in PDF, EPUB and Kindle. Book excerpt: A practical approach to better customer experience through service design Service Design for Business helps you transform your customer's experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical guide offers a tangible, effective approach for better responding to customers' needs and demands, and provides concrete strategy that can be implemented immediately. You'll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers' eyes. Livework pioneered the service design industry, and guides organizations including Sony, the British Government, Volkswagen Procter & Gamble, the BBC, and more toward a more carefully curated customer experience. In this book, the Livework experts show you how to put service design to work in your company to solve the ongoing challenge of winning with customers. Approach customer experience from a design perspective See your organization through the lens of the customer Make customer experience an organization-wide responsibility Analyze the market factors that dovetail with customer experience design The Internet and other digital technology has brought the world to your customers' fingertips. With unprecedented choice, consumers are demanding more than just a great product—the organizations coming out on top are designing and delivering experiences tailored to their customers' wants. Service Design for Business gives you the practical insight and service design perspective you need to shape the way your customers view your organization.

Download or read book Knowledge Service Engineering Handbook written by Jussi Kantola and published by CRC Press. This book was released on 2016-04-19 with total page 584 pages. Available in PDF, EPUB and Kindle. Book excerpt: Edited by Jussi Kantola, the founding faculty member of the world's first university Knowledge Service Engineering Department at Korea Advanced Institute of Science and Technology, and Waldemar Karwowski from the Department of Industrial Engineering and Management Systems at UCF, Knowledge Service Engineering Handbook defines what knowledge service

Download or read book Innovative Technologies for Increasing Service Productivity written by Manohar, Sridhar and published by IGI Global. This book was released on 2024-03-04 with total page 427 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service organizations are grappling with unprecedented challenges in maintaining and enhancing productivity. As the landscape evolves, traditional approaches to service operations become obsolete, necessitating a deep understanding of the intricate dynamics at play. Innovative Technologies for Increasing Service Productivity delves into this urgent issue, offering a comprehensive exploration of the trends and challenges confronting service industries. The book sheds light on the impact of digital transformation, emerging technologies, and disruptive business models, serving as a guide for navigating the complexities of service productivity in an ever-changing environment. As a groundbreaking solution, this book not only identifies challenges but provides various solutions for service organizations to thrive amidst technological disruption. Its unique selling points lie in the breadth of its coverage, spanning diverse service industries and dissecting the symbiotic relationship between technology and productivity. Offering practical strategies and tools, the book equips service professionals with the means to enhance productivity, quality, and customer experience. By connecting the gap between theoretical insights and practical implementation, it stands as a valuable resource for academics, researchers, and service managers seeking innovative solutions to the evolving landscape of service productivity.

Download or read book Applying Innovation written by David O′Sullivan and published by SAGE Publications. This book was released on 2008-06-23 with total page 425 pages. Available in PDF, EPUB and Kindle. Book excerpt: A step-by-step approach to applying high-impact innovation principles in any organization Innovation is an important force in creating and sustaining organizational growth. Effective innovation can mean the difference between leading with a particular product, process, or service—and simply following the pack. Innovation transforms mediocre companies into world leaders and ordinary organizations into stimulating environments for employees. Applying Innovation combines the key ingredients from areas including innovation management, strategic planning, performance measurement, creativity, project portfolio management, performance appraisal, knowledge management, and teams to offer an easily applied recipe for enterprise growth. Authors David O′Sullivan and Lawrence Dooley map out the main concepts of the innovation process into a clear, understandable framework—the innovation funnel. Unlike other texts for this course, Applying Innovation goes beyond methodologies and checklists to offer an invaluable step-by-step approach to actually applying high-impact innovation in any organization using a knowledge management systems, whether for a boutique firm or one comprised of thousands of individuals. Key Features: Adopts a practical approach to overseeing innovation that focuses on useful tools and techniques rather than on theory and methodologies Offers student activities within the text for immediate application of key concepts, reinforcing retention and comprehension Teaches students to build and apply effective innovation management systems for any organization successfully, regardless of the firm′s size or structure Intended Audience: Applying Innovation is designed for undergraduate and graduate courses such as Innovation Management, Project Management, Strategic Planning, and Performance Management in fields of business, science, and engineering. This book appeals to instructors who want to reduce the "chalk and talk" and increase the hands-on practicality of their courses in innovation management.

Download or read book Service Innovation How to Go from Customer Needs to Breakthrough Services written by Lance Bettencourt and published by McGraw Hill Professional. This book was released on 2010-06-25 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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, coauthor of Management Lessons from Mayo Clinic "Provides the robust framework to design services that unlock growth opportunities for every business." -- Lance Reschke, vice president, Ceridian Corporation "The tools and guidance in this book will inspire companies, small and large, to create effective and innovative services that are desperately needed." -- Mary Jo Bitner, Ph.D., W. P. Carey School of Business, Arizona State University, and coauthor of Services Marketing: Integrating Customer Focus Across the Firm "Cracks the code from the fuzzy front end through the complete life cycle of Service Innovation." -- Angelo Rago, division vice president, Global Customer Services, Abbott Medical Optics "Filled with rich examples of how firms can innovate service through helping customers get jobs done." -- Stephen W. Brown, Ph.D., W. P. Carey School of Business, Arizona State University "Any leader intent on providing distinctive value to customers must read Service Innovation." -- Michael Reynolds, staff vice president, Commercial Marketing, WellPoint, Inc. If there’s one truism about the service sector, it's that businesses don't succeed by inventing a better mousetrap; they succeed by finding the best, most cost-effective way to get rid of their customers' mice. In industries ranging from heavy machinery to health care to financial services to consumer goods, service innovation is helping businesses find new revenue streams--and enhance existing ones--by satisfying their customer's need to get things done. Few understand this better than Lance Bettencourt, a strategy adviser at Strategyn and a leading educator in management innovation consulting. And in Service Innovation, Bettencourt gives a master's class on the art and science of creating breakthrough service products. True service innovation demands that you shift the focus away from the solution and back to the customer. To achieve this shift in your business--one that takes you from making educated guesses to building a clear model to guide service innovation--Bettencourt instructs on the finer points of how to rethink your approach to the customer's needs: how the customer defines value in a product or service. Bettencourt mines nearly 20 years' experience in teaching and advising clients with service- and product-dominant businesses to demonstrate proven ways you can build, streamline, and focus your company's service product innovation processes. Among the numerous key ideas and practices are: Insight on understanding the different types of clients you serve—and how your products deliver value to them Ways to design specific frameworks for discovering service innovation opportunities for new, improved, and supplementary service products Practical guidance on staying focused on the "fuzzy front end" of service innovation The fundamental elements of a winning service strategy Finding new ways to help people solve problems and get things done is why there are goods and services in the first place. And in Service Innovation, Lance Bettencourt fills a vital need by delivering the essential guide that can put your business on the latest frontier of value creation.