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This book asks: (1) How is the service sector growing; (2) what is service innovation; (3) what are the drivers of service innovation; and (4) how can organizations innovate service in a structured way? The book views service as the value-creating activity of customers. The role of a company is to provide the resources and knowledge to enable value creation. We develop a model of service innovation. We also develop guidelines for what is required from the organizational perspective: how should an organization view its customers to be successful, what does a service development process look like, and how to transform an organization that has a product focus to a service orientation. Chapter 4 covers the service innovation process and what an organization must do to create a com¬plete offering. Service innovation is more iterative and less structured than product-development processes for goods. They suggest that a service innovation process can be divided into three steps: focus (on the development project), understand (the customer), and build (a structure that facilitates delivery of customer value). Because services are easier and quicker to copy than physical products, the chapter concludes by discussing how a company can create unique offerings.

This book asks: (1) How is the service sector growing; (2) what is service innovation; (3) what are the drivers of service innovation; and (4) how can organizations innovate service in a structured way? The book views service as the value-creating activity of customers. The role of a company is to provide the resources and knowledge to enable value creation. We develop a model of service innovation. We also develop guidelines for what is required from the organizational perspective: how should an organization view its customers to be successful, what does a service development process look like, and how to transform an organization that has a product focus to a service orientation. Chapter 5 covers customers taking active roles in service innovation. The most pertinent example of active customers is lead users, who innovate what they are most in need of. Lead users are those who stand to most benefit from product advances, but are often identified by the fact that they are already innovating. Customer involvement encompasses how companies may identify and cooperate with those customers who possess a potential for innovation. The chapter also discusses ethnography, a research method used to understand the customer's value-creation processes in depth.

This book asks: (1) How is the service sector growing; (2) what is service innovation; (3) what are the drivers of service innovation; and (4) how can organizations innovate service in a structured way? The book views service as the value-creating activity of customers. The role of a company is to provide the resources and knowledge to enable value creation. We develop a model of service innovation. We also develop guidelines for what is required from the organizational perspective: how should an organization view its customers to be successful, what does a service development process look like, and how to transform an organization that has a product focus to a service orientation. Chapter 6 covers service innovation in firms with a goods-centric mindset. Even some traditional service organizations view their standardized services like goods and can be considered goods-centric. In health care, goods-centricity is often used to produce care as efficient and profitable as possible. The authors briefly discuss why and how these "goods-centric" or "product focused" firms try to increase the share of services and how they use service innovation to differentiate their offerings. They also consider various service strategies and how firms can change their business models to charge for services that they previously offered for free.

This book asks: (1) How is the service sector growing; (2) what is service innovation; (3) what are the drivers of service innovation; and (4) how can organizations innovate service in a structured way? The book views service as the value-creating activity of customers. The role of a company is to provide the resources and knowledge to enable value creation. We develop a model of service innovation. We also develop guidelines for what is required from the organizational perspective: how should an organization view its customers to be successful, what does a service development process look like, and how to transform an organization that has a product focus to a service orientation. Chapter 7 summarizes many of the key insights from Chapters 1 through 6. Service innovation is different from new product development for goods. It is iterative and less structured than NPD for goods. Scientific inquiry and true experimentation are built into a good service innovation process. A deep understanding of customer needs and the value-creation process can be obtained only through direct observation and participation. Important customer knowledge cannot easily be shared; it becomes second nature and is contextual, tacit, or sticky knowledge that is not communicated even within an organization.

Business Liability and Economic Damages is a five-chapter book published by Business Expert Press in 2016 and written by Scott D. Gilbert, associate professor of economics at Southern Illinois University, Carbondale. This book considers potential liability in business and provides insight into estimating the damages associated with liability. The author reviews the roles of insurance, the legal system, and the economist in evaluating liability and compensation for loss. He also provides basic mathematical formulas involved in determining economic loss, illustrating concepts with examples where relevant. Each chapter begins with learning objectives and ends with a short list of exercises to reinforce key concepts. In Chapter 1, Business Liability (17 pages), the author begins by defining the scope of liability possible in the social contract between business and society. He explains that the range of potential liability in a social contract is wide and shows how to analyze potential liability in a six-part model of relationships: customers, employees, owners, the public, government, and others. He explains the role that insurance plays in the social contract and the relationship of insurance to business. He also explores how the legal system provides a framework for liability considerations. He reviews the main types of harm, torts and breach of contract, as well as the system for resolving liability claims, and illustrates simple business liability through an example of unpaid rent.

Business Liability and Economic Damages is a five-chapter book published by Business Expert Press in 2016 and written by Scott D. Gilbert, associate professor of economics at Southern Illinois University, Carbondale. This book considers potential liability in business and provides insight into estimating the damages associated with liability. The author reviews the roles of insurance, the legal system, and the economist in evaluating liability and compensation for loss. He also provides basic mathematical formulas involved in determining economic loss, illustrating concepts with examples where relevant. Each chapter begins with learning objectives and ends with a short list of exercises to reinforce key concepts. Chapter 2, Economic Loss (21 pages), characterizes the kinds of loss possible in business liability. The author defines loss as the prevention or limitation of economic opportunity and lists ten categories of opportunity, including competitive markets, employment and pensions, and intellectual property. He explains the relationship between economic opportunities and the consumption of goods, and the concept of utility of goods, showing how business liability reduces the utility of goods. He demonstrates how to model loss using the economic concepts of utility and consumption, and provides insight to the underlying principles of the mathematical formula. He explores the six properties of markets and how these impact the evaluation of economic loss. He also reviews how economic loss is handled in the legal system.

Business Liability and Economic Damages is a five-chapter book published by Business Expert Press in 2016 and written by Scott D. Gilbert, associate professor of economics at Southern Illinois University, Carbondale. This book considers potential liability in business and provides insight into estimating the damages associated with liability. The author reviews the roles of insurance, the legal system, and the economist in evaluating liability and compensation for loss. He also provides basic mathematical formulas involved in determining economic loss, illustrating concepts with examples where relevant. Each chapter begins with learning objectives and ends with a short list of exercises to reinforce key concepts. In Chapter 3, Compensation for Loss (35 pages), the author considers different perspectives on the transfer of economic opportunity from one party to another. First, he looks at the principles behind how a court awards an appropriate compensation amount. Second, he looks at how markets impact compensation estimates and reviews basic pricing formulas. He explains how to estimate compensation due to the wrongful loss of earnings streams and explains the asset pricing formula. He provides examples of other useful mathematical formulas, including how to treat uncertainty. He also reviews loss related to the option to pursue economic opportunity, both as real options and financial options, and uses examples to illustrate the relevant formulas. The chapter includes an appendix on risk-averse asset pricing with additional explanation of the follow-up formulas to the law of one price.

Business Liability and Economic Damages is a five-chapter book published by Business Expert Press in 2016 and written by Scott D. Gilbert, associate professor of economics at Southern Illinois University, Carbondale. This book considers potential liability in business and provides insight into estimating the damages associated with liability. The author reviews the roles of insurance, the legal system, and the economist in evaluating liability and compensation for loss. He also provides basic mathematical formulas involved in determining economic loss, illustrating concepts with examples where relevant. Each chapter begins with learning objectives and ends with a short list of exercises to reinforce key concepts. Chapter 4, Evidence of Loss (34 pages), provides insight into how evidence affects a liability claim. The author explores the insurance company's perspective and need for reliable evidence. He also looks at the court's perspective and standards of evidence, which create the framework used by society to assess economic harm. He considers how the court uses evidence to determine the monetary value of loss and the impact of different criteria on that value. He explains how an economist can add value in a court trial and reviews how the court treats statistical data. He examines the issues inherent in estimating utility of consumption in cases where the utility includes pleasure or enjoyment of life. The chapter includes an appendix about the role an economist can play in determining business liability in personal injury trials.

Business Liability and Economic Damages is a five-chapter book published by Business Expert Press in 2016 and written by Scott D. Gilbert, associate professor of economics at Southern Illinois University, Carbondale. This book considers potential liability in business and provides insight into estimating the damages associated with liability. The author reviews the roles of insurance, the legal system, and the economist in evaluating liability and compensation for loss. He also provides basic mathematical formulas involved in determining economic loss, illustrating concepts with examples where relevant. Each chapter begins with learning objectives and ends with a short list of exercises to reinforce key concepts. In Chapter 5, Loss to Workers and Families (23 pages), the author expands on specific factors that impact economic damages when a business liability claim involves wrongful injury or death. He reviews the calculation of work life expectancy in determining economic loss. He also reviews the role of household services and how they factor into economic loss. He considers economic loss that includes life care for long-term physical disability and how this value is determined.

Company and Industry Research: Strategies and Resources is a five-chapter book published by Business Expert Press in 2016 and written by Hiromi Kubo, business and economics librarian at California State University, and Thomas J. Ottaviano, business and economics librarian at Cornell University's Mann Library. The focus of the book is to provide practical guidance for conducting effective business research. The authors describe important characteristics of research and emphasize the need for evaluating information gathered. They review several sources of business, industry, and general research. They also offer practical insight into the elements of a business plan. Chapter 1, Introduction to Company and Industry Research (6 pages), reviews the current environment of technology-enabled access to information. The authors emphasize the need to evaluate information gathered in a business setting because it is used strategically. They warn that the abundance of information available adds to the difficulty of determining the quality of the information. They identify the characteristics of business research as focused on problem-solving, time-sensitive in nature, and the need to be cost-effective. They also differentiate between primary research, which is original data directly from the source, and secondary research, which is data gathered from published sources. They also provide a brief explanation of five strategies for effective research: determining what information to gather, developing a plan, locating reliable information, asking experts, and analyzing information before acting.

Company and Industry Research: Strategies and Resources is a five-chapter book published by Business Expert Press in 2016 and written by Hiromi Kubo, business and economics librarian at California State University, and Thomas J. Ottaviano, business and economics librarian at Cornell University's Mann Library. The focus of the book is to provide practical guidance for conducting effective business research. The authors describe important characteristics of research and emphasize the need for evaluating information gathered. They review several sources of business, industry, and general research. They also offer practical insight into the elements of a business plan. Chapter 2, Company Research (30 pages), reviews resources for finding information from sources in two categories: corporate profiles, reports, and analysis and company financials. The authors explore key considerations that will impact the information available to the researcher. First, whether a company is public or private, and second, whether the company is located in the Unites States or internationally. They also discuss the nature of financial research and review the key documents available for US companies, as well as providing a detailed review of financial concepts. They also review several resources for corporate information, including Hoovers, Mergent Online, LexisNexis Academic, and ESG Manager, as well as two resources for financial information, the Almanac of Business and Industrial Financial Ratios and the Risk Management Association.

Company and Industry Research: Strategies and Resources is a five-chapter book published by Business Expert Press in 2016 and written by Hiromi Kubo, business and economics librarian at California State University, and Thomas J. Ottaviano, business and economics librarian at Cornell University's Mann Library. The focus of the book is to provide practical guidance for conducting effective business research. The authors describe important characteristics of research and emphasize the need for evaluating information gathered. They review several sources of business, industry, and general research. They also offer practical insight into the elements of a business plan. In Chapter 3, Industry Research (28 pages), the authors review resources about business industries, news and trends, data and analysis, and trade. The authors emphasize the importance of understanding the industry in which a business operates and describe how Porter's Five Forces provides a universal structure for industry analysis. They suggest that the most important step for the researcher is to define the industry suited to his or her company and review standardized industry classification system codes, North American Industry Clas¬sification System (NAICS). They also offer practical tips on conducting industry research and review the sources listed at the beginning of the chapter, including Business Insights: Essentials, IBISWorld, Mintel, Factiva, Bloomberg, U.S. Bureau of the Census, and ABI/INFORM Complete.

Company and Industry Research: Strategies and Resources is a five-chapter book published by Business Expert Press in 2016 and written by Hiromi Kubo, business and economics librarian at California State University, and Thomas J. Ottaviano, business and economics librarian at Cornell University's Mann Library. The focus of the book is to provide practical guidance for conducting effective business research. The authors describe important characteristics of research and emphasize the need for evaluating information gathered. They review several sources of business, industry, and general research. They also offer practical insight into the elements of a business plan. Chapter 4, Further Resources for Business Research (16 pages), reviews additional sources for information. The authors review sources of economic data and information, consumer and marketing research, and international business information. Specific sources include Federal Reserve Economic Data, World Bank Data, SimplyMap, and CIAWorld.

Company and Industry Research: Strategies and Resources is a five-chapter book published by Business Expert Press in 2016 and written by Hiromi Kubo, business and economics librarian at California State University, and Thomas J. Ottaviano, business and economics librarian at Cornell University's Mann Library. The focus of the book is to provide practical guidance for conducting effective business research. The authors describe important characteristics of research and emphasize the need for evaluating information gathered. They review several sources of business, industry, and general research. They also offer practical insight into the elements of a business plan. In Chapter 5, Business Plans (20 pages), the authors offer practical tips for creating an effective document. They review common elements of a business plan and offer insight into developing each section and what information to include. The common components covered include: executive summary, company description, description of products/services, industry analysis, market analysis, organizational structure, a marketing plan, an operations plan, other key strategic plans, financial analysis, and request for assistance. The authors explain that although there is not one way to write a business plan, researchers should consider all of the elements listed.

Writing for Public Relations: A Practical Guide for Professionals is an eight-chapter book published by Business Expert Press in 2016 and written by Janet Mizrahi, a lecturer in the writing program at the University of California, Santa Barbara. The book provides an overview of key communications tools for public relations, both print and online. The author offers guidelines to creating tools, including emails, press releases, newsletters, and brochures. She explains what makes writing effective in different contexts, such as delivering positive and negative news, print versus online content, and tailoring messages to the intended audience. She explains how websites and social media fit into a company's communication strategy. She includes checklists, templates, and examples. In Chapter 1, Writing as a Public Relations Professional (15 pages), the author begins with a three-step process for writing. She first explains the need to understand the reader, using age, language ability, and education level, and knowing if the goal is to inform, persuade, or request information. She then advises the writer to construct an outline and first draft without self-censoring. She also explains how to edit for content, style, and cohesion. She recommends that the writer first look at paragraphs and offers examples of different transitions between paragraphs, and then look at specific style and grammar for each sentence. She explains several aspects of public relations writing style, including active voice, clarity, and sentence variety, with examples of each. She describes resources for writers and ends with two checklists: avoiding wordiness and editing and proofreading.

Writing for Public Relations: A Practical Guide for Professionals is an eight-chapter book published by Business Expert Press in 2016 and written by Janet Mizrahi, a lecturer in the writing program at the University of California, Santa Barbara. The book provides an overview of key communications tools for public relations, both print and online. The author offers guidelines to creating tools, including emails, press releases, newsletters, and brochures. She explains what makes writing effective in different contexts, such as delivering positive and negative news, print versus online content, and tailoring messages to the intended audience. She explains how websites and social media fit into a company's communication strategy. She includes checklists, templates, and examples. In Chapter 2, Routine Communications (17 pages), the author discusses daily communications. She explains that most communication is positive, where the reader's reaction is neutral or happy. She says this type of communication is usually a request for information, reply to outreach, or sharing of information. Here, she recommends a direct approach in three parts: opening, body, and conclusion. She reviews channels such as email and instant messages, and the type of message appropriate for each channel. She explains how to write an email and shares best practices. She reviews writing a letter, a memo, and an instant message. She posits that the purpose of the communication affects the writing strategy. She recommends an indirect approach for delivering negative news, and outlines four strategies for communication as well as examples for each strategy.

Writing for Public Relations: A Practical Guide for Professionals is an eight-chapter book published by Business Expert Press in 2016 and written by Janet Mizrahi, a lecturer in the writing program at the University of California, Santa Barbara. The book provides an overview of key communications tools for public relations, both print and online. The author offers guidelines to creating tools, including emails, press releases, newsletters, and brochures. She explains what makes writing effective in different contexts, such as delivering positive and negative news, print versus online content, and tailoring messages to the intended audience. She explains how websites and social media fit into a company's communication strategy. She includes checklists, templates, and examples. In Chapter 3, Writing News Releases (12 pages), the author examines the purpose of a press release and a process for creating one. She outlines the most common types of releases, including publicity, product information, bad news, financial information, and feature story. She considers the concept of news value and the elements of newsworthiness in a release. She also provides a news release template with notes on each element, from headlines to boilerplate, and shares insight into what makes a release effective. She highlights unique characteristics of writing a features news release and concludes with tips on submitting a release to the media.

Writing for Public Relations: A Practical Guide for Professionals is an eight-chapter book published by Business Expert Press in 2016 and written by Janet Mizrahi, a lecturer in the writing program at the University of California, Santa Barbara. The book provides an overview of key communications tools for public relations, both print and online. The author offers guidelines to creating tools, including emails, press releases, newsletters, and brochures. She explains what makes writing effective in different contexts, such as delivering positive and negative news, print versus online content, and tailoring messages to the intended audience. She explains how websites and social media fit into a company's communication strategy. She includes checklists, templates, and examples. In Chapter 4, Newsletters (17 pages), the author discusses how to create effective newsletters. She lists four types based on intended audience: employee, member, community, and special interest. She advises the writer to first identify the intended audience, the messages to deliver, and a realistic publication schedule. She explains newsletter format and analyzes print versus online delivery. She explores the importance of relevant content and provides ideas for managing ideas and conducting research, with information about doing interviews. She offers guidance on writing different types of articles, like feature stories and news briefs. She explores the inverted pyramid approach, a summary lead, headlines, and the use of images. She highlights considerations for print and electronic layout and reviews basic design elements.

Writing for Public Relations: A Practical Guide for Professionals is an eight-chapter book published by Business Expert Press in 2016 and written by Janet Mizrahi, a lecturer in the writing program at the University of California, Santa Barbara. The book provides an overview of key communications tools for public relations, both print and online. The author offers guidelines to creating tools, including emails, press releases, newsletters, and brochures. She explains what makes writing effective in different contexts, such as delivering positive and negative news, print versus online content, and tailoring messages to the intended audience. She explains how websites and social media fit into a company's communication strategy. She includes checklists, templates, and examples. In Chapter 5, Brochures (16 pages), advises the writer to understand the intended reader to determine what information to include. She explains the two purposes of a brochure, either to inform or persuade the audience, and that content will differ depending on the ultimate goal. She explains how to write content and conduct research, from gathering existing data to identifying features and benefits about what is being presented in the brochure. She outlines criteria for effective writing, such as content organization, tone, voice, and flow. She also reviews brochure format and elements like headings and visuals. She briefly explains basic design and offers a sample project outline.

Writing for Public Relations: A Practical Guide for Professionals is an eight-chapter book published by Business Expert Press in 2016 and written by Janet Mizrahi, a lecturer in the writing program at the University of California, Santa Barbara. The book provides an overview of key communications tools for public relations, both print and online. The author offers guidelines to creating tools, including emails, press releases, newsletters, and brochures. She explains what makes writing effective in different contexts, such as delivering positive and negative news, print versus online content, and tailoring messages to the intended audience. She explains how websites and social media fit into a company's communication strategy. She includes checklists, templates, and examples. In Chapter 6, Media Kits (6 pages), the author discusses how to assemble materials for the press. She considers the importance of understanding both the audience when doing so and the goal for sharing the information. She explains how to assemble a media kit, with tips about the necessary materials. She lists common items included, like a fact sheet, news release, company bios, non-print items, and a backgrounder, as well as optional items. She reviews the purpose of a pitch letter as a tool to capture interest. She also provides a chart that shows four types of media kits (special event, news, promotion, or crisis) and the content that each kit should include.