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Learning Objectives
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  1. Describe the challenges inherent in service innovation and design.

  2. Present an array of different types of service innovations, including service offering innovation, innovating around customer roles, and innovation through service solutions.

  3. Discuss the importance of engaging customers and employees and employing service design thinking in service innovation.

  4. Present the stages and unique elements of the service innovation and development process.

  5. Demonstrate the value of service blueprinting as a technique for service innovation and design and how to develop and read service blueprints.





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