Service Innovation and Management

  1. Fundamentals of Service Innovation
    1. Defining Service Innovation
      1. Key Definitions and Perspectives
        1. Distinction from Product Innovation
          1. Tangibility and Process Differences
            1. Customer Involvement Levels
              1. Innovation Measurement Challenges
              2. Innovation Types
                1. Incremental Innovation
                  1. Radical Innovation
                    1. Architectural Innovation
                      1. Disruptive Innovation
                    2. Dimensions of Service Innovation
                      1. New Service Concept
                        1. Service Offerings Development
                          1. Value Propositions Design
                            1. Benefit Bundling Strategies
                            2. New Client Interface
                              1. Channels of Interaction
                                1. Digital and Physical Interfaces
                                  1. Multi-channel Integration
                                  2. New Service Delivery Process
                                    1. Process Redesign Approaches
                                      1. Automation and Self-Service
                                        1. Service Process Innovation
                                        2. New Technology Enablement
                                          1. Technology Integration Strategies
                                            1. Digital Transformation Impact
                                              1. Emerging Technology Adoption
                                            2. Strategic Importance of Service Innovation
                                              1. Achieving Competitive Advantage
                                                1. Differentiation Strategies
                                                  1. Barriers to Imitation
                                                    1. First-Mover Advantages
                                                    2. Enhancing Customer Value and Loyalty
                                                      1. Personalization and Customization
                                                        1. Building Long-Term Relationships
                                                          1. Customer Retention Strategies
                                                          2. Driving Growth and Profitability
                                                            1. Expanding Market Reach
                                                              1. Revenue Enhancement
                                                                1. Cost Optimization
                                                                  1. Market Share Growth

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                                                              1. Foundations of Service Management

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                                                              3. The Service Innovation Process