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SERVICE SYSTEMS AND INNOVATIONS IN BUSINESS AND SOCIETY
Editors: James C. Spohrer & Haluk Demirkan

This collection provides concise and practical descriptions of modern service innovations for professionals, government policy-makers, academics, social entrepreneurs and students. The collection includes short books that explain practical advances that best exemplify service innovations across multiple business and societal systems (e.g., retail & hospitality, finance & banking, information & communication technologies, health & education, utilities and urban services) and from multiple disciplinary perspectives (e.g., marketing, operations, management, engineering, computing, design, and more). Service innovations impact quality, productivity, compliance, and sustainability of service systems using new technologies, business models, organizational networks, governance mechanisms and end-user capabilities.

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The Services Dilemma: Productivity Sinkhole or Commoditization, by Niels Christian Nielsen, Jonathan Murray and John Zysman