SKU: 4909838436

Service Innovation: How to Go from Customer Needs to Breakthrough Services

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Service Innovation: How to Go from Customer Needs to Breakthrough ServicesAdvance praise for Service Innovation: "To the CEOs of all service companies I deal with: READ THIS BOOK " Dave Wascha, senior director, Bing Product Management, Microsoft Corporation "Lance Bettencourt deftly blends his academic and consulting experience to provide an example rich, readable, practical, and innovative discussion of service innovation." Leonard Berry, coauthor of Management Lessons from Mayo Clinic "Provides the robust framework to

Advance praise for Service Innovation:

"To the CEOs of all service companies I deal with: READ THIS BOOK " -- Dave Wascha, senior director, Bing Product Management, Microsoft Corporation

"Lance Bettencourt deftly blends his academic and consulting experience to provide an example-rich, readable, practical, and innovative discussion of service innovation." -- Leonard Berry, coauthor of Management Lessons from Mayo Clinic

"Provides the robust framework to design services that unlock growth opportunities for every business." -- Lance Reschke, vice president, Ceridian Corporation

"The tools and guidance in this book will inspire companies, small and large, to create effective and innovative services that are desperately needed." -- Mary Jo Bitner, Ph.D., W. P. Carey School of Business, Arizona State University, and coauthor of Services Marketing: Integrating Customer Focus Across the Firm

"Cracks the code from the fuzzy front end through the complete life cycle of Service Innovation." -- Angelo Rago, division vice president, Global Customer Services, Abbott Medical Optics

"Filled with rich examples of how firms can innovate service through helping customers get jobs done." -- Stephen W. Brown, Ph.D., W. P. Carey School of Business, Arizona State University

"Any leader intent on providing distinctive value to customers must read Service Innovation." -- Michael Reynolds, staff vice president, Commercial Marketing, WellPoint, Inc.

If there's one truism about the service sector, it's that businesses don't succeed by inventing a better mousetrap; they succeed by finding the best, most cost-effective way to get rid of their customers' mice.

In industries ranging from heavy machinery to health care to financial services to consumer goods, service innovation is helping businesses find new revenue streams--and enhance existing ones--by satisfying their customer's need to get things done.

Few understand this better than Lance Bettencourt, a strategy adviser at Strategyn and a leading educator in management innovation consulting. And in Service Innovation, Bettencourt gives a master's class on the art and science of creating breakthrough service products.

True service innovation demands that you shift the focus away from the solution and back to the customer. To achieve this shift in your business--one that takes you from making educated guesses to building a clear model to guide service innovation--Bettencourt instructs on the finer points of how to rethink your approach to the customer's needs: how the customer defines value in a product or service.

Bettencourt mines nearly 20 years' experience in teaching and advising clients with service- and product-dominant businesses to demonstrate proven ways you can build, streamline, and focus your company's service product innovation processes.

Among the numerous key ideas and practices are:

  • Insight on understanding the different types of clients you serve--and how your products deliver value to them
  • Ways to design specific frameworks for discovering service innovation opportunities for new, improved, and supplementary service products
  • Practical guidance on staying focused on the "fuzzy front end" of service innovation
  • The fundamental elements of a winning service strategy

Finding new ways to help people solve problems and get things done is why there are goods and services in the first place. And in Service Innovation, Lance Bettencourt fills a vital need by delivering the essential guide that can put your business on the latest frontier of value creation.

Binding Type: Hardcover
Publisher: McGraw-Hill Education
Published: 06/18/2010
ISBN: 9780071713009
Pages: 255
Weight: 1.20lbs
Size: 9.24h x 6.22w x 1.03d

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SKU: 4909838436

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Izajo.co
Waukegan, US
★★★★★ 4
Passed (my) test: 4/5
Item Package Quantity: 1, Color: Black
I used to have a paper holder affixed to the wall. Obviously, it was stable but not always delivering the size of paper towel that we expected. After redoing my kitchen backsplash that I didn’t want to pierce through just yet, i decided to go for an countertop paper towel holder, and i picked this one (in black) Reviews were decent and i liked that it has an “arm” to hold the paper. So, i put it to the test (see video) Here are my conclusions: 1) Solid built and weighted at the bottom + rubber to prevent the holder from moving around while pulling the paper 👍🏼 2) out of five trials at pulling the paper, i only had one fail (see video) which is still a better ratio than with my wall holder. 👍🏼 3) There are probably cheaper holders on the market, but most of them are not stable and require two hands to pull paper. This one is easy of use with only one hand which is useful while cooking. 4) i like that this holder comes in different colors, to match the kitchen decoration. 5) The hook at the top of the holder is convenient to carry the holder out of the kitchen, to the dining table for example.
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Reviewed in the United States on March 23, 2026
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mrehb
Lexington, US
★★★★★ 5
Great Product - Exactly what I was looking for
Item Package Quantity: 1, Color: Black
Great product. Love the black color and the look on my counter. The tension arm does its job and the product is stable when taking a paper towel off the roll.
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Reviewed in the United States on April 25, 2026
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Kindle Customer
Lake Worth, US
★★★★★ 5
It actually works!!
Color: Black
I was hesitant to order because I have had several other freestanding paper towel holders. This one actually works!!! Glad I ordered!!
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Reviewed in the United States on April 29, 2026
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Susan Thompson
Draper, US
★★★★★ 5
Great Buy
Color: Gold
Very heavy duty! Also classy and matches my gold faucet perfectly. Great value!
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Reviewed in the United States on April 26, 2026
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Amazon Customer
Pawtucket, US
★★★★★ 4
Feels like a real upgrade, but maybe priced a little high
Color: Stainless Steel
This is one of those things you don’t think much about until you switch to a better one. Right away you notice the weight. It actually stays put when you pull a sheet instead of sliding all over the counter or tipping up, which already makes it better than most cheap holders. The spring arm does help keep the roll under control so you’re not pulling half the roll by accident. One handed use works most of the time, but it depends on the paper towels. Thinner rolls tear clean without any effort. Thicker ones can still need a second hand here and there, so it’s not perfect but still better than a basic stand. Build quality feels solid. The finish looks clean and not cheap, and it wipes down easily. It definitely looks like something you’d keep out on the counter instead of hiding. Only real downside is the price. It does what it’s supposed to do and does it well, but it’s still a paper towel holder at the end of the day. You’re paying for the weight and design more than anything. If you’re tired of flimsy ones, this is a noticeable step up. Just depends if you care enough to spend extra on something this simple.
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Reviewed in the United States on June 2, 2026

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