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Getting "Customer Lock On" Through Innovation in Services

In: Service Innovation Organizational Responses to Technological Opportunities & Market Imperatives

Author

Listed:
  • Sandra Vandermerwe

    (Imperial College Management School, 53 Princes Gate, Exhibition Road, London SW7 2PG, U.K.)

Abstract

The following sections are included:IntroductionWorking on Twin Innovation TracksStep 1: Defining the Market SpaceDriving the Customer Lock-On LoopDefining the Opportunities to Add ValueCreating Win-Win for AllLeveraging from Existing Infrastructure and SkillsManaging Customer ContactBuilding an Extended Delivery NetworkTechnology as the EnablerDelivering Performance Managed DeliveryConcluding Remarks

Suggested Citation

  • Sandra Vandermerwe, 2003. "Getting "Customer Lock On" Through Innovation in Services," World Scientific Book Chapters, in: Joe Tidd & Frank M Hull (ed.), Service Innovation Organizational Responses to Technological Opportunities & Market Imperatives, chapter 3, pages 55-80, World Scientific Publishing Co. Pte. Ltd..
  • Handle: RePEc:wsi:wschap:9781848161306_0003
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