Uden, Lorna; Naaranoja, Marja - In: International Journal of Services, Economics and Management 3 (2011) 4, pp. 427-445
The service sectors now represent 80% of the developed economies. To remain competitive, firms must innovate. The demand for high-quality service in public sectors has become increasingly greater. Service innovation is not only confined to firms, but also applies to public sectors such as...