Managing Service Innovation: The Need for Selectivity Rather than Best Practice
23 Pages Posted: 10 Jul 2006
In this paper we contrast the notions of best practice and configurations contingent on environmental conditions. The analysis draws upon our study of 38 UK and 70 US service firms. Four system configurations are identified, and the results provide an opportunity for updating the typologies of services, and suggest that practices and performance are multi-dimensional.
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