All the world's most advanced economies are dominated by service. The service sector also employs the largest number of people and it is the fastest growing sector, both in number of companies and employees.

The questions posed in the book are:

(1) How is it growing;

(2) what are these new service innovations;

(3) what are the drivers;

(4) how can organizations work with service innovations in a structured way?

The book views service as the value-creating activity that customers perform in their own context. The role of a company is to provide the...