Innovation in Services: From Service Concepts to Service Experiences

Fynes, Brian and Lally, Anne Marie (2008) Innovation in Services: From Service Concepts to Service Experiences. In: Service Science, Management and Engineering Education for the 21st Century. Springer, NJ, pp. 330-333. ISBN 13: 978-0-387-76577-8

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ABSTRACT Identifying the nature of service experiences is recognised As being of primary importance in the shaping of an enhanced competitive position for industry; however service managers often have difficulty articulating the true nature of their service concept. The definition of service concept is a fundamental part of the strategic advantage seeking Processes of service design, service development and service innovation. In response to the competitive Imperative for improved product/service development, this paper will develop a conceptual model of the components of service experience and the process by which the service concept can be articulated.

Item Type: Book Section
Departments or Groups: Centre for Research Creativity & Innovation in Tourism
Divisions: School of Humanities > Department of Languages, Tourism and Hostpitality
Depositing User: Anne Marie Lally
Date Deposited: 06 Oct 2008 11:57
Last Modified: 22 Aug 2016 10:25

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