Innovation in Services: From Service Concepts to Service Experiences

Brian Fynes, Anne Marie Lally

    Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review


    ABSTRACT Identifying the nature of service experiences is recognised As being of primary importance in the shaping of an enhanced competitive position for industry; however service managers often have difficulty articulating the true nature of their service concept. The definition of service concept is a fundamental part of the strategic advantage seeking Processes of service design, service development and service innovation. In response to the competitive Imperative for improved product/service development, this paper will develop a conceptual model of the components of service experience and the process by which the service concept can be articulated.
    Original languageEnglish
    Title of host publicationService Science, Management and Engineering Education for the 21st Century
    ISBN (Print)13: 978-0-387-76577-8
    Publication statusPublished - 2008


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