Chapter Objectives
- To identify the importance of innovation to the company and its staff
- To identify how innovation can add excellence for the customer
- To appreciate the importance of the external environment, especially technology in delivering service excellence
- Explore sources of change at various levels that can act as a driver for change
- To ensure existing services continue to meet customer expectations
- To identify strategies to help innovation and service development
- To define an effective process for developing and delivering new services
- To explore how innovation can be delivered in organizational settings
- To introduce design thinking principles
- To consider the role of service-dominant logic
Chapter Profile
This ...
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