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IntroductionAccording to Gallouj (2002), services have three distinct features: i) they are processes, ii) they are interactive, and iii) there can be extremely diverse. This complex nature of services sets them apart from products (i.e., goods), whose development is relatively linear and independent. When a service-based organization chooses the path of innovation, it needs
Shiv S. Tripathi (Wed,) studied this question.