This paper explores the relationships between the shaping of “service value propositions” according to three dimensions: “intangible mix”, “physical support”, and “time”, and the strengthening of Innovative Capability in service organizations. After the first introductory...

As mass production has migrated to developing countries, European and US companies are forced to rapidly switch towards low volume production of more innovative, customised and sustainable products with high added value. To compete in this turbulent environment, manufacturers have sought new...

This case study explores Farm Credit Services of Mid-America's (FCS MA) process of identifying and implementing new technology needed to meet the needs of their customer relationship management (CRM) program. This case illustrates the key challenges facing firms as their CRM programs are...

The intention of this paper is to investigate innovation outcomes associated with complementary sets of training practices. Our analysis is performed using a multiple linear regression model with lagged variables on several different service sectors. We lagged three training and technology...