Customer Engagement
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Innovation Strategy
The Power of Innomediation
Mohanbir Sawhney, Emanuela Prandelli and Gianmario Verona
Innovation Strategy
Innovation by User Communities: Learning From Open-Source Software
User innovation communities present a great advantage over manufacturer-centered development systems.
Eric von Hippel
Customers
Recovering and Learning from Service Failure
Is your company doing its best to address customer complaints and learn from mistakes?
Stephen S. Tax and Stephen W. Brown
Customers
Listening to the Customer — The Concept of a Service-Quality Information System
Leonard L. Berry and A. Parasuraman
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