Service Innovation

I have been writing about the differences between products and services recently, and started to focus upon the aspect of time. Product and graphic designers traditionally haven’t had much practice designing for time - things that happen in sequence during service provision, or a long term relationship lasting years. The focus has been upon the [...]

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I have been following the fall of Starbucks with interest, and a recent comment by John Quelch on the Harvard Business Publishing blog (link) entitled “How Starbucks’ Growth Destroyed Brand Value” caught my eye yesterday.The reason for the renewed interest in Starbucks is the recent announcement that Starbucks is to close 600 stores in the [...]

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