Service innovation : how to go from customer needs to breakthrough services /

Bettencourt, Lance,

Service innovation : how to go from customer needs to breakthrough services / Lance A. Bettencourt. - xxix, 255 páginas : ilustraciones ; 24 cm.

Incluye referencias bibliográficas (p. 237-240) e índice.

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.

007171300X 9780071713009


Servicio al cliente--Innovaciones tecnológicas.
Servicio al cliente.

658.812 / B565s 2010

Con tecnología Koha