To remain competitive in today's market and ensure customer satisfaction, it is important for businesses to embrace innovation and technology.

While 'innovation studies' has gained acceptance as a field of social science research, the study of 'service innovation' is still in its infancy, so the failure rate for new service introductions remains quite high. As a result of this gap in service innovation knowledge, appreciation of the nature and effects of innovation in services is poorly developed.

The strengths of our research program lie in our ability to help service industries:

• to understand the cognitive, psychological and behavioural elements of service interaction
• develop innovative services, systems, channels, processes, and activities
• to gain a comprehensive knowledge base to guide management procedures and policy development
• develop appropriate business models to facilitate the provision of service delivery
• establish long-term customer relations
• to integrate theory in order to develop best practice

Program Director

• Dr Debra Grace