L. L. Berry, L. P. Carbone and S.H. Haeckel, “Managing the Total Customer Experience,” MIT Sloan Management Review, Vol. 43, No. 3, 2002, pp. 85-89.

has been cited by the following article:

• TITLE: Factors Impacting Innovation in New Service Offerings

  AUTHORS: John Maleyeff

  KEYWORDS: Service Science, Service Innovation, Lean Six Sigma, Service Development

  JOURNAL NAME: Journal of Service Science and Management, Vol.4 No.2, June 16, 2011

  ABSTRACT: Factors that affect the level of innovation in projects to develop new service offerings are analyzed based on field re-search results from 84 service innovation projects. Personal characteristics of developers, process and customer type, and an important characteristic of their organization (i.e., whether or not they possess a strong Lean Six Sigma or simi-lar process improvement orientation) are analyzed. It is shown that, although personal characteristics, process type, or customer type do not affect the level of innovation, organizations with a strong Lean Six Sigma orientation had a lower incidence of radical innovation recommendations.