Table of contents
The service‐enabled customer experience: a jump‐start to competitive advantage
Anees Gopalani, Kevin ShickToday, almost all manufacturers provide after sales support services. But these services are usually the same across all of a company's product segments, and warranty terms and…
Brand value: does it belong on the balance sheet?
Betsy D. Gelb, James R. GregoryThe authors offer the viewpoint that a requirement to put the value of intangible assets like brands on a company's balance sheet may be in prospect – and that such a requirement…
Sensemaking of complexity: leadership in financial services
Satish Raghavendran, Priti S. RajagopalanUnprecedented complexity is reshaping the financial services industry and presenting formidable challenges to financial services leaders and their organizations. “Sensemaking of…
Step‐in or step‐out: supporting innovation through communities of practice
Stefano Borzillo, Renata Kaminska‐LabbéTo provide managers, researchers, and consultants with practical insights on using Communities of Practice to support innovation in organizations.
Service innovation: why is it so difficult to accomplish?
Nadin Dörner, Oliver Gassmann, Heiko GebauerThis article discusses the common factors and hindrances of service innovation. Our purpose is to add a managerial perspective on service innovation.
Whose customers are they?
Stuart E. JacksonMany product organizations recognize the benefits of outsourcing manufacturing of key components or even entire product lines to China and other low labor cost countries. But…
Prisoners' dilemma
Patrick MarrenThe purpose of this article is to speculate about the reasons why our economic “game” may be broken.
ISSN:
0275-6668e-ISSN:
2052-1197ISSN-L:
0275-6668Renamed from:
Business Strategy SeriesOnline date, start – end:
1980Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Dr. Pierre Dal Zotto