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Measurement of INNOVATION and DesignPerformance IN SERVICES
Author(s) -
Voss C.A.
Publication year - 1992
Publication title -
design management journal (former series)
Language(s) - English
Resource type - Journals
eISSN - 1948-7169
pISSN - 1045-7194
DOI - 10.1111/j.1948-7169.1992.tb00586.x
Subject(s) - business , service (business) , competitive advantage , marketing , empirical research , industrial organization , epistemology , philosophy
AS IN MANUFACTURING, innovation in services is essential if organizations are to remain competitive. The difficulty is that few companies evaluate the processes that lead to service innovation and the outcomes of those innovations. Based on an empirical study of firms in the United Kingdom, Chris Voss articulates an approach and specific criteria that design managers can use in this type of performance analysis.