The gut feeling method of service development : B2B customers benefit from open‐minded process

Purpose – Reviews the latest management developments across the globe and pinpoints practical implications from cutting‐edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings – It would seem that the nature of the service‐development process in small businesses is significantly influenced by the typical characteristics of many small companies – including limited resources, the dominant role of individuals, proximity to individual customers, and informal and effective internal communication patterns and working methods. Practical implications – Provides strategic insights and practical thinking that have influenced some of the world's leading organizations. Originality/value – The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy‐to‐digest format.