Securing profitability, sustaining growth

Professor Katherine Lemon says there are numerous examples of service innovation ?enabling firms to serve existing customers better, to acquire new customers, or even to enter new markets?. St James Power Station CEO Dennis Foo says his company conceptualising the use of the old power station as a 10 venues-in-one nightlife destination is its prime example of innovation. [Both are speakers at the ISES Global Conference on Service Excellence.]