Innovation in Services: From Service Concepts to Service Experiences

  • Brian Fynes
  • Ann Marie Lally
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)

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.


Service Development Service Innovation Service Design Fundamental Part Service Experience 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer Science+Business Media, LLC 2008

Authors and Affiliations

  • Brian Fynes
    • 1
  • Ann Marie Lally
    • 1
  1. 1.University College DublinIreland

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