Getting "Customer Lock On" Through Innovation in Services

Sandra Vandermerwe
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Sandra Vandermerwe: Imperial College Management School, 53 Princes Gate, Exhibition Road, London SW7 2PG, U.K.

Chapter 3 in Service Innovation:Organizational Responses to Technological Opportunities & Market Imperatives, 2003, pp 55-80 from World Scientific Publishing Co. Pte. Ltd.

Abstract: AbstractThe 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

Keywords: Innovation; Services; Product Development; Technology Management; Operations Management (search for similar items in EconPapers)
Date: 2003
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