Service innovation is a key to productivity gains and competitiveness across industries. This paper presents two management tools that can assist businesses in developing a more systematic and effective service development process. Both of these tools focus on making optimal use of customer and...

As structural changes, new market entrants, new technologies and increasing customer demands gather momentum, retail banks are under pressure to reduce their cost structures so that they can remain competitive. The banks are in danger of over reacting to these new pressures by neglecting the...

Knowledge-intensive business services (KIBS) are a key sector in any knowledge economy, and as such they are subject to multiple policy influences. This article considers the inadvertent impacts of policies on KIBS, using examples drawn from the policy setting in Finland. The key elements of the...