From goods to great: Service innovation in a product-dominant firm

Business Horizons

Volumn 56, Issue 3, 2013, Pages 277-283

  Bettencourt, Lance A ^a   Brown, Stephen W ^b  

^a TEXAS CHRISTIAN UNIVERSITY   (United States)

^b ARIZONA STATE UNIVERSITY   (United States)

Author keywords

Consumption chain; Customer jobs; Customer research; Service innovation; Services

Indexed keywords

EID: 84876786839     PISSN: 00076813     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.bushor.2013.01.008     Document Type: Note

References (16)

1. Bettencourt L.A. Service innovation: How to go from customer needs to breakthrough services 2010, McGraw-Hill, New York.
2. Bettencourt L.A., Brown S.W., Siriani N.J. The secret to true service innovation. Business Horizons 2013, 56(1):13-22.
3. Bettencourt L.A., Ulwick A.W. The customer-centered innovation map. Harvard Business Review 2008, 86(5):109-114.
4. Brown, S. W., Gustafsson, A., & Witell, L. (2009, June 22). Beyond products. The Wall Street Journal. Retrieved from http://online.wsj.com/article/SB10001424052970204830304574131273123644620.html.
5. Chesbrough H. Toward a new science of services. Harvard Business Review 2005, 83(2):43-44.
6. Christensen C.M., Anthony S.D., Berstell G., Nitterhouse D. Finding the right job for your product. MIT Sloan Management Review 2007, 48(3):38-47.
7. Cooper R.G., Edgett S.J. Product development for the service sector 1999, Basic Books, New York.
8. Govindarajan V., Trimble C. The other side of innovation: Solving the execution challenge 2010, Harvard Business Review Press, Boston.
9. Gummesson E. Relationship marketing: Its role in the service economy. Understanding services management 1995, 244-268. Wiley, New York. W.J. Glynn, J.G. Barnes (Eds.).
10. MacDonough E.F., Zack M.H., Lin H., Berdrow I. Integrating innovation style and knowledge into strategy. MIT Sloan Management Review 2008, 50(1):53-58.
11. MacMillan I.C., McGrath R.G. Discovering new points of differentiation. Harvard Business Review 1997, 75(4):133-145.
12. Minter, S. (2010, March 10). Ingersoll-Rand puts customers first in drive for innovation. Industry Week. Retrieved from http://www.industryweek.com/articles/ingersoll_rand_puts_customers_first_in_drive_for_innovation_21314.aspx.
13. Neu W.A., Brown S.W. Forming successful business-to-business services in goods-dominant firms. Journal of Service Research 2005, 8(1):3-17.
14. Ulwick A.W. Turn customer input into innovation. Harvard Business Review 2002, 80(1):91-97.
15. Ulwick A.W., Bettencourt L.A. Giving customers a fair hearing. MIT Sloan Management Review 2008, 49(3):62-68.
16. Zeithaml V., Bitner M.J., Gremler D. Services marketing: Integrating customer focus across the firm 2009, McGraw-Hill, New York. 5th ed.