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List of illustrations vi
Preface vii
Acknowledgements viii
Introduction 1
Innovations and institutions 12
Intermezzo: a service environment 37
Methodological considerations 47
Exploring new service development 65
Organizing new service development 90
An institutional perspective on persistent innovation problems 113
Towards an institutional theory of innovation 136
Conclusion 148
Notes 157
References 159
Index 175
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