Service Innovation—A Jobs-to-Be-Done Guide

Lance A. Bettencourt ()
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Lance A. Bettencourt: Texas Christian University

A chapter in Marketing Wisdom, 2019, pp 157-171 from Springer

Abstract: Abstract True service innovation requires a shift in focus away from what the company sells to what the customer is trying to achieve–their job(s)-to-be-done. This chapter offers four fundamental truths about customer jobs-to-be-done to guide service innovation. Based on these truths, the chapter then introduces a framework for identifying distinct customer jobs that can guide meaningful service innovation. The chapter concludes by presenting an unbounded view of ways a company can help customers get their jobs done more successfully.

Keywords: Service Innovation; Unbounded View; Distinct Customer; Job Focus; Flight Arrangements (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-981-10-7724-1_11

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DOI: 10.1007/978-981-10-7724-1_11

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