This paper reviews one of the central areas of service design, the area of touch-point
innovation. Specifically, it describes the development and use of a card-based toolkit …

This article provides a systematic review of existing research related to the implementation
of IT Service Management (ITSM) and the Information Technology Infrastructure Library …

Innovation can be a source of competitive advantage for companies, either through the
improvement of methods and techniques capable of generating new products or services, or …

This study examines how B2B service firms organize and manage knowledge in order to
deliver new value adding solutions and in turn competitive advantage, addressing calls for …

Service sectors form a considerable part of the world economy. Contrary to the logical
assumption that service innovation research should represent a significant share of all …

Purpose–This article aims to investigate the nature and characteristics of business model
elements required for successful service innovation. The authors examine which unique …

The point of departure for this article is the need for product-centric firms to compete in the
market by adding services to their portfolio, which requires a greater focus on service …

CALIFORNIA MANAGEMENT REVIEW VOL. 50, NO. 3 SPRING 2008 CMR. BERKELEY.
EDU 66 based on—and in many cases dependent on—human, interpersonal delivery …

The ability of information technologies (ITs) to integrate activities and offerings across
multiple channels offers a promising opportunity for retail firms to enhance their relationship …

Many product-based companies are seeking to increase their competiveness by moving
towards a service-based business model. This research is based on a multiple case study of …