Product Description: This is the first book that summarizes the 20-year history of service innovation research and combines it with the future need to adopt a systems view in the field of service research. The book emphasizes that the most urgent issues of today’s economies – the development of welfare and sustainability – cannot be solved with innovations in individual service offerings only, and that innovations of service systems are increasingly needed...read more

Product Description: This book demonstrates pioneering work on user-based service innovation using an analytical framework. This approach involves understanding the needs of users, the service firms collaborating with them, and recognizing the fact that users are innovators and, as such, services develop while in use...read more