TY  - BOOK
AU  - Bettencourt,Lance
TI  - Service innovation: how to go from customer needs to breakthrough services 
SN  - 9780071713009 :
AV  - HF5415.5 .B4848 2010
PY  - 2010///
CY  - New York
PB  - McGraw-Hill
KW  - Customer services
KW  - Technological innovations
N1  - 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
ER  -