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Tonya Boone

In: New Service Development: Creating Memorable Experiences

Chapter 5: Exploring the Link between Product and Process Innovation in Services

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Exploring the Link between Product and Process Innovation in Services
Exploring the link between product and process innovation in services
TonyaBoone

The relationship between product and process innovation in manufacturing has been well documented. In fact, Utterback and Abernathy's (1975) stage model of process and product innovation is a seminal work in manufacturing strategy research. The relationship between product and process innovation in services, however, is not as well understood. The present research addresses this gap by examining the effects of technology-based process innovations on service product innovation. It is based on the observation that some service firms are able to use new process technologies to create service product innovations, whereas others are not.

The goal of this chapter is to create a framework that describes the relationship ...

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