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Lessons for Service Firms from
Participant Perspectives on Developing A Climate
yOeveloping and Implementing New Services
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Alpha Beta American Marketing Association Apple III approach automatic teller machines bank behavior blueprint Bowen competitive competitors concept concept testing consumer corporate culture customer needs cycle daily beliefs decision delivery systems design process discount brokerage discretionary effort Duane Davis effect employee participation environment evaluation example existing facilitate factors focus function guiding beliefs important industries innovation process innovation shift input intangible introduction issues Langeard Lovelock manufacturing marketing mix ment motivation Non-Pos offer operations organizational partial employees participative decision perceived performance personnel perspective primary innovations problems procedures product development Project Alpha project team Proposition require role Schneider secondary innovations service businesses service ddi service delivery service design service development service employees service firms service innovation service organizations service sector services marketing Shostack specific stage strategy structure success task tegic tertiary innovations tion tive top management understanding Villanova University