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Ravi S. Behara

In: New Service Development: Creating Memorable Experiences

Chapter 7: Process Innovation in Knowledge-Intensive Services

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Process Innovation in Knowledge-Intensive Services
Process innovation in knowledge-intensive services
Ravi S.Behara

We are now at the threshold of a new age in which creativity and innovation are the key sources of value-added and competitive advantage. It is no surprise, therefore, that corporate strategy is looking to innovation as a way in which to sustain growth. Much of that attention has been focused on the creation of tangible products, although the economies of the United States and other developed countries are dominated by services, many of which are knowledge-intensive organizations. A creativity imperative now exists in services to develop competency in managing creativity and innovation.

Creativity, the generation of new and useful ideas by individuals or teams, can appear in many forms and functional areas in a firm, ...

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