BOOK: Service Innovation; Organisational responses to technological opportunities and market imperatives; Joe Tidd, Frank M Hull.

I have to admit that am still a bit confused with what the book is about. I expected it is going to be only about innovation in services. But there are mainly mentioned organizational innovation and then innovation joined to product development. I want to mention only a few notes that are, in my opinion, important.

• outcome of service innovation is CHANGE:
  - technology
  - managerial system
  - knowledge + skills
  - values
• types of service innovation:
  - process innovation = hase been changed in the process of behaviour of a firm
  - organisational inn. = has been changed in the firm organisation
  - marketing inn. = a new market behaviour is discovered and exploited
  - productive inn. = a new service product is developed

In our project we can figure out all kinds of innovations mentioned above.

• EVERYTHING is about customer added value (service that we provide to customer)
  
• what is the biggest problem? - figure out way of delivery of service to customer
  
• find a customer service gap
  
• fast growers (lead innovators) focus on specific groups or types of customers - it also costs less
  
• fast growers tend to have high value, long term relationships with their customers, repeated transactions, lower value contracts
  
• companies started focus on High Technology
  
• companies started outsourcing their services
  
• VERY important - communication - it can be critical success - in our case is not bad to use F2F communication to address our potential customers
  
• very important feedback from customer - can adjust our strategy
  
• service-orientation is critical for our future business model which we have been transforming over recent years