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A
service innovation is a new
service product or a clearly
differentiated
customer-experience booster that
is based on customer empathy, a
customer-driven invention,
new value creation, new
technology,
innovative design, and/or a
systemic creative-synergy
output.
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The Importance of Human Touch
In services, an
empathetic human
touch is highly important. A
technological
novelty is thus not
enough to make a firm a legendary
service innovator. The most
impactful part of service innovation
lies in the non-technological areas.
It is primarily about satisfying
psychological needs and
wants of clients,
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