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Profiting From Services and Solutions by Stephen W. Brown, Valarie A. Zeithaml

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Appendix 1

Research Approach, Resources, and Methodology

The overarching goal of the book is to identify and explain the challenges associated with companies transitioning from products to services and solutions. Once our goal was identified, we methodically worked toward understanding what was known about this phenomenon and how we could best make a contribution to business leaders. Early on in the process we discovered that there was an important piece missing in both the literature and in practice on the subject of service infusion. What was missing was a process to understand service infusion and its patterns and connections.1 The development of a framework for service infusion became a priority in our work.

The Service Infusion Continuum ...

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