Services
Type of service: Services provided by local and national government
What is public services?
NSD is short for...
What is New Service Development?
The name of the chapter.
What is New Service Innovation?
Type of service: A legal advice business.
What is Business-to-business (KIBS)?
The name of this model.
What is the NSD Cycle?
According to Trott, this is the most powerful enabler of service innovation today—impacting delivery, teams, roles, and even the business model.
What is technology?
Due to this characteristic, an empty hotel room or missed doctor’s appointment can’t be recovered or stored for later.
What is perishability?
Type of service innovation: Changes in how services are delivered (e.g., self-service kiosks, automation)
What is process innovation?
One major reason the service economy has grown is because companies now do this with activities they used to handle in-house.
What is outsourcing?
A tool for mapping customer journey + backstage processes.
What is service blueprinting?
This country is a global hub for outsourced knowledge services, with companies like Yahoo and Cisco running major operations there.
What is India?
This challenge results from service heterogeneity, making it difficult to ensure each customer receives the same level of quality.
What is a challenge in service innovation?