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Essay text:
A recent comprehensive review of the academic literature
on product innovation also reveals little explicit coverage of research on
service innovation.4
There are many reasons for this historic lack of rigorous attention to the
unique aspects of service innovation. Some of these reasons are rooted in the
remnants of the industrial revolution and the habitual fascination with tangible
products and hard technologies as a source of product innovation, as well as an
underlying belief that services have no tangible value.5 Beyond these historic
reasons, however, the lack of widespread and disciplined innovation in services
derives at least partially from the nature of services themselves...
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