Despite the donnish language and dense copy, Edvardsson et al's book is a detailed and wide ranging tour of new service development techniques employed by companies, with a particular focus on how the digital economy has changed the economics of service.

The authors introduce lots of design management and new product development concepts that most designers will be unaware of, and then start exploring how their application to the design of services changes their structure and features. Again, lots of case studies and engaging powerpoint style diagrams give you something to latch on to — my copy bristles with post-its and I've referred to it many times during projects.