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Service Innovation by Lars Witell, Gary R. Schirr, Per Kristensson, Anders Gustafsson

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CHAPTER 6

Service Innovation in Goods-Centric Firms

Get closer than ever to your customer. So close in fact, that you tell them what they need well before they realize it themselves.

—Steve Jobs, founder of Apple

A business absolutely devoted to service will have only one worry about profits: They will be embarrassingly large.

—Henry Ford

This chapter covers the final topic of this book, service innovation in firms with a goods-centric mindset. This topic obviously applies to traditional goods manufacturers who realize that their customers value service. However, even some traditional service organizations view their standardized services like goods and can be considered goods-centric. In health care, goods-centricity is often used to produce ...

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