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Service Innovation: How to Go from Customer Needs to Breakthrough Services by [Lance Bettencourt]

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Service Innovation: How to Go from Customer Needs to Breakthrough Services Kindle Edition

3.9 out of 5 stars 20 ratings

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Length: 289 pages Word Wise: Enabled Enhanced Typesetting: Enabled
Page Flip: Enabled
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Editorial Reviews

From the Publisher

Lance Bettencourt, PhD, brings a combination of academic rigor and practical insight to the innovation process. A former professor of marketing at Indiana University, he is an expert in product and service innovation, marketing strategy, and research design and analysis.

As a thought leader on the topic of marketing strategy and innovation, Dr. Bettencourt has published dozens of articles on marketing strategy and innovation in both academic and practitioner publications. Recent contributions including The Customer-Centered Innovation Map (Harvard Business Review, May 2008), Giving Customers a Fair Hearing (Sloan Management Review, Spring 2008), and Client Co-Production in Knowledge Intensive Business Services (California Management Review, Summer 2002).

As a Strategyn senior consultant, Dr. Bettencourt has supported innovation initiatives at some of the world's leading companies, including Microsoft Corporation, Colgate-Palmolive, Hewlett-Packard Company, State Farm Group, TD Bank Financial Group, Kimberly-Clark, Advanced Medical Optics, Mead Johnson Nutritionals (a division of Bristol-Myers Squibb), Chiquita Brands, and Ethicon Endo-Surgery (a division of Johnson & Johnson).

In addition, Dr. Bettencourt is a key member of Strategyn's education division. He is a regular teacher/mentor at the Strategyn Institute and has provided customized education programs to Rockwell Collins, Neenah Paper, Trend Micro, Masco Corporation, and Covidien. --This text refers to the hardcover edition.

About the Author

Lance A. Bettencourt, PhD, is aPartner with Service 360 Partners, a consultancy focused on helping companies excelat service. He is also a Distinguished Marketing Fellow with the Neeley Schoolof Business, Texas Christian University.

As a consultant, Lance has workedwith many of the world's leading companies to uncover product and serviceinnovation opportunities, including ADP, Microsoft Corporation,Colgate-Palmolive, Hewlett-Packard Company, State Farm Insurance, TD BankFinancial Group, and others.

He has also led service andinnovation workshops with executives from hundreds of companies, including Dunn& Bradstreet, Intel, McDonalds, Ingersoll-Rand Corporation, Marriott,Roche, and the Central Intelligence Agency.
 
He is the author of severalpapers focused on best practices in service and innovation published in Harvard Business Review, MIT Sloan Management Review, California Management Review, Business Horizons, and Marketing Management, as well as severalacademic journals. Prior to consulting, he was a marketing professor at IndianaUniversity. --This text refers to the hardcover edition.

Product details

  • Publication Date : May 15, 2010
  • File Size : 2735 KB
  • Print Length : 289 pages
  • Word Wise : Enabled
  • Publisher : McGraw-Hill Education; 1st Edition (May 15, 2010)
  • Language: : English
  • ASIN : B003MEI7SS
  • Enhanced Typesetting : Enabled
  • Text-to-Speech : Enabled
  • Simultaneous Device Usage : Up to 4 simultaneous devices, per publisher limits
  • X-Ray : Not Enabled
  • Lending : Not Enabled
  • Customer Reviews:
    3.9 out of 5 stars 20 ratings

Customer reviews

3.9 out of 5 stars
3.9 out of 5
20 global ratings
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Flavio Tosi - Business Exploration
5.0 out of 5 stars A detailed map to design your company's services - if you already have Clients
Reviewed in Italy on August 30, 2014
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