Revitalising Service Innovations

Abstract

Service innovations require a revitalising process to be viable over time. Both provider and customer satisfaction must be associated with these innovations to assure their continuing success. A framework and a model for service revitalisation are developed and then illustrated through examining the past and potential future of one of the world′s more prominent service innovations, the automated teller.

Citation

Brown, S.W., Haynes, R.M. and Saunders, D.L. (1990), "Revitalising Service Innovations", International Journal of Service Industry Management, Vol. 1 No. 1, pp. 65-77. https://doi.org/10.1108/09564239010135949