In today's rapidly changing and competitive business environment, innovation capabilities and operations strategies are essential for business success. Innovation capabilities refer to a firm's ability to create new products, services, or processes that meet or exceed customer needs. Operations strategies, on the other hand, refer to the firm's approach to managing its production and delivery processes.

Introduction 7

Chapter 1. What is Service? 21

Chapter 2. The Development of the Service Economy and Service-Dominant Logic 47

Chapter 3. Service Operations Strategy 57

Chapter 4. Service Operational Capability and Customer Experience 65

Chapter 5. Customer Experience 77

Chapter 6. What is Innovation? 89

Chapter 7. Service Innovation 99

Chapter 8. What is Service Resources? 115

Chapter 9. Physical Resources in Service 123

Chapter 10. Human Resources in Service 133

References 143

경영학 박사, 경성대학교 상경대학 경영학과 부교수.