Service Innovation: How to Go from Customer Needs to Breakthrough ServicesAdvance praise for Service Innovation: To the CEOs of all service companies I deal with: READ THIS BOOK Dave Wascha, senior director, Bing Product Management, Microsoft Corporation Lance Bettencourt deftly blends his academic and consulting experience to provide an example rich, readable, practical, and innovative discussion of service innovation. Leonard Berry, coauthor of Management Lessons from Mayo Clinic Provides the robust framework to design