Teaching an Old Service New Tricks
面对客户需求、竞争和技术的变化，企业除了开发新服务，还可以通过重新设计现有服务来保持竞争力，本文探讨了这一策略。
In the face of changing customer priorities, competitors, and technologies, how can organizations design their services to survive? What is a firm to do as its traditional services become outdated and ineffective? Contrary to the focus of most recent service design literature, creating new services is not the only option. We explore another viable competitive option—the redesigning of existing services. Service firms can be innovative with what exists just as they can be innovative with what does not.