Inhaltsangabe
Bringing together the wide and diverse field of service innovation into a single, comprehensive and insightful text is a daunting challenge. Yet this is exactly what the Handbook of Service Innovation does. A great and compelling read, which I wholeheartedly recommend.
Professor Andy Neely,
Director, Cambridge Service Alliance, University of Cambridge, UK.
This is a hugely important topic and this handbook containing chapters from some of the leading academics and practitioner in the field. Service innovation encapsulates much of the work on management practices and productivity. As the modern world increasingly focuses on services long-run growth is going to come from innovation in their delivery, both product and process innovation. This book provides an ideal map for researchers to get up to speed on the latest work and thinking.
Professor Nicholas Bloom,
Professor of Economics, Stanford University, California USA.
Senior Associate of the Centre for Economic Performance, London School of Economics, London, UK.
The nature of service innovation continues to evolve as service offerings dominate over product offerings in developed economies around the world. Today making sense of service innovation is a top priority in industry, academia, government, and the social sectors. The Handbook of Service Innovation provides a up-to-date set of concepts, examples, and perspectives on this intellectual deep and economic significant area of research, practice, education, and policy.
Dr. James ("Jim") C. Spohrer
Director, IBM University Programs (IBM UP) and Cognitive Systems Institute
IBM Research - Almaden, San Jose, USA
The mechanisms by which services can innovate seem almost as numerous as the array of services themselves. And, the numbers of each are destined to grow as the percent of the workforce in service jobs continues to increase. The editors of this volume have ranged far and wide to provide us with some of the best current thinking on service innovation - how it happens, where it happens, and how it can be managed most appropriately. These articles illustrate the many ways in which services interact with our lives and the ways our lives interact with services - to change them and to improve them.
Professor Roger W. Schmenner,
Professor Emeritus of Operations Management, Kelley School of Business, Indiana University, USA
In this era of unparalleled service innovation, it is more vital than ever that we understand how to innovate and what makes service innovations successful. From high-tech services to hospitality to industrial and mass services, innovation is the key to competitive success, and this book is testimony to its importance and complexity. This collection of interesting new research provides many compelling insights and managerial prescriptions that should help both academic and practitioner audiences better appreciate the design, development, and management of service innovation, and improvement of service businesses and processes.
Professor Craig Froehle,
Professor, Operations & Business Analytics, University of Cincinnati, Ohio USA.
In many economies, the service sector accounts for the majority of economic value added today. And while services' economic importance is growing, the number of settings in which they are delivered is increasing as well. This means that no longer only pure service firms have to think about their capabilities for service innovation, but also government agencies and many industrial firms that are developing explicit service offerings and product service bundles. In addition, services are increasingly created and offered within complex networks and "eco-systems" - often across industry borders and applying advanced information and communication technology. This adds additional challenges and complexity for today's service managers. A key strength of the 'Handbook of Servic
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