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Methods and tools for service innovation
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).ORCID iD: 0000-0001-7971-8733
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Service Research Center (from 2013).ORCID iD: 0000-0002-7653-5226
2019 (English)In: Service Innovation for Sustainable Business: Stimulating, Realizing and Capturing the value from Service Innovation, World Scientific, 2019, p. 15-27Chapter in book (Other academic)
Abstract [en]

Successful development of new services is challenging, since services are process- and experience-based, and often include human interaction during delivery (Bitner et al., 2008; Gustafsson et al., 2012). Hence, emphasizing the use of tools and methods that capture the process, delivery, and experience from the customer or user perspective during new service development is important. However, many companies try to rely on tools and methods designed for the development of physical products when developing new services. These companies will sooner or later discover that there are huge differences in developing services as compared to products.

Place, publisher, year, edition, pages
World Scientific, 2019. p. 15-27
National Category
Business Administration
Research subject
Business Administration
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URN: urn:nbn:se:kau:diva-73349DOI: 10.1142/9789813273382_0002Scopus ID: 2-s2.0-85067159006ISBN: 9789813273382 (print)ISBN: 9789813273375 (print)OAI: oai:DiVA.org:kau-73349DiVA, id: diva2:1334237
Available from: 2019-07-02 Created: 2019-07-02 Last updated: 2019-10-11Bibliographically approved

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Netz, JohanMagnusson, Peter

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