A book on service innovation by the Swiss Knowledge Management Forum;
SCR writes a chapter

Swiss Knowledge Management Forum, in collaboration with the Swiss KnowledgeBoard Community, published a book ”Supporting Service Innovation Through Knowledge Management: Practical Insights & Case Studies” in March 2009. The eighteen chapters in the book cover case studies and other practical insights on how knowledge management can help innovation in the service industry. The book suggests a set of usable and practical examples of methods, tools and techniques that support innovation actitives in services. The prime audiece involves both innovation practitioners as well as academia. One of the chapters, ”Customer Interaction in Service Innovation – A Checklist for Service Innovators” is by Arja Kuusisto (SCR) and Mikko Riepula (HSE). You can load this paper here (pdf, 300 KB). The book can be ordered through the Swiss Knowledge Management Forum’s website (www.skmf.net).