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HBOK 1-062

Title Innovation in Services
Author(s) Alexis P. Goncalves
Topic Innovation
Abstract The innovation process is examined from the perspective of the service sector. In addition to discussion on how customer intelligence and customer intimacy drive innovation and new value creation, a framework called CI-3 is presented for innovation effectiveness in services. This framework can help service organizations free themselves from industry orthodoxies, align people around specific innovation opportunities, and use proven methods to generate value for customers.
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Reference Code 1-062

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