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Scale and differentiation in services : using information technologies to manage customer experiences at Harrah's Entertainment and other companies
(Massachusetts Institute of Technology, 2007)
This dissertation is focused on the topic of service innovation and explores economies of scale and strategic differentiation in services via an inductive field-based case study of the world's largest casino gaming company, ...
The Deepwater Program : a case study in organizational transformation inspired by the parallel interaction of internal and external core groups
(Massachusetts Institute of Technology, 2004)
This paper attempts to explain why the United States Coast Guard decided to undertake its most recent major capital asset replacement effort-the Deepwater Program-through the use of a systems approach. Several explanations ...
Towards a theory of service innovation : an inductive case study approach to evaluating the uniqueness of services
(Massachusetts Institute of Technology, 2005)
Much of the innovation literature focuses exclusively on product-oriented companies. While scholars have begun researching innovation in service companies, the field of service innovation remains undeveloped and relatively ...