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QICID: 21081
Title: Innovation in Services
Copyright: ASQ
Author: Goncalves, Alexis P.
Organization: Citigroup
Subject: Customer focus, Customer service, Innovation, Service sector, Value-added;
Series: ASQ World Conference on Quality and Improvement Proceedings, Orlando, FL, Vol. 61, No. , May 2007, pp. 1-10
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Abstract: [This abstract is based on the author's abstract.]
The innovative process is examined from the perspective of the service sector. In addition to discussion on how customer intelligence and customer intimacy drive innovation and new value creation, a framework, called CI-3, is presented for innovation effectiveness in services. This framework can help service organizations free themselves from industry orthodoxies, align people around specific innovation opportunities, and use proven methods to generate value for customers.
Number of pages: 10
Price for ASQ Members: $5.00
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