Monthly Archives: June 2016

#Service #Innovation: The Book

Posted on June 28, 2016 by Gary R Schirr

I was THRILLED when these five glossy paperbacks were delivered to my home a few weeks ago! Service Innovation, An eighteen month collaboration with three professors from the CTF Service Research Center at Karlstad University, Sweden, was now tangible. What was it like to collaborate on a book with researchers 6,691 km away? Continue reading →

Posted in Co-creation or User collaboration, NSD Process, Service Design, service-dominant logic of marketing, Social Media Marketing | Tagged , , , , , , , , , , , , , | Leave a comment

How to profit from REALLY poor #service!

Posted on June 21, 2016 by Gary R Schirr

Last Friday my wife and I drove 2.5 hours to Charleston, WV, in order to purchase a 5-year pre-check pass from the TSA for $85 each. Most sites have a waiting time of a month for an appointment to buy the pre-check.

I was wondering if other notorious bad service providers have similar profit opportunities.. Continue reading →

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Should you involve customers? How radical and hedonic are you trying to be?

Posted on June 9, 2016 by Gary R Schirr

When does a firm benefit from customer co-creation? The leading journal of product innovation, JPIM, has a cool YouTube channel to view short summaries of selected articles on innovation. I strongly recommend checking it every couple months for new posted … Continue reading →

Posted in Co-creation or User collaboration, communication, Customer Research Methods, NSD Process | Tagged , , , , , , , , | 3 Comments

The Essence of Service – In a Cartoon

Posted on June 6, 2016 by Gary R Schirr

In the middle of final editing for recently published Service Innovation we decided that we needed an illustration in Chapter 1, for our discussion of what service is. I sent a Facebook message to my talented daughter, Kiki Schirr, and asked her if she could send an illustration within 90 minutes. Continue reading →

Posted in Co-creation or User collaboration, Customer Research Methods | Tagged , , , , , , | 5 Comments

All Products are #Service – Watch out Small Business?

Posted on June 2, 2016 by Gary R Schirr

A central theme in the new book Service Innovation is that “All Products are Service” and that all businesses accordingly should focus on the value-creation and experience of users. A recent blog post notes the phenomena “Everything as a Service” arguing that servicization bodes ill for small business. Continue reading →

Posted in Service Design, service-dominant logic of marketing | Tagged , , , , , , , , | 8 Comments