This is the first book to address the topic of new service development for the evolving experience economy. It draws upon the expertise of internationally recognized authors and covers topics in service innovation, process design, and implementation. Contributors from the fields of operations management, marketing, marketing information technology, and organizational behaviour explore the issues that service firms must address to sustain advantage in the new experience economy.

Process Innovation in Knowledge-Intensive Services

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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