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Article
Publication date: 1 September 1994

Scott Edgett

Recent changes in the financial services industry have placedunprecedented pressure on senior managers to develop and launch newservices. Presents the results of a study…

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Abstract

Recent changes in the financial services industry have placed unprecedented pressure on senior managers to develop and launch new services. Presents the results of a study into the development activities of new financial services through a comparison of successful and unsuccessful new services. It was discovered that the development activities are more rigorous and comprehensive for successful new services than for failures. Institutions which used a systematic process of well‐defined development stages tended to have higher chances of successful outcomes.

Details

Journal of Services Marketing, vol. 8 no. 3
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 17 November 2020

Stefan Hecker

From a synthesis of literature, the purpose of this paper is to present a conceptual service development methodology showing the impact of 3D printing as a disruptive…

Abstract

Purpose

From a synthesis of literature, the purpose of this paper is to present a conceptual service development methodology showing the impact of 3D printing as a disruptive technology to the service portfolio. The methodology is designed to support practitioners and academics in better understanding the impact of disruptive technologies may have to the service portfolio and participate in the technology.

Design/methodology/approach

A literature review is conducted and based on these findings a conceptual framework has been developed.

Findings

The design of a methodology for the development of 3D printing services is used to evaluate the disruption potential of 3D printing and to implement the technology in the service portfolio of a logistics service provider. The disruption potential of 3D printing influences a logistics manager by make to order decisions. In addition, it could be proven the service portfolio was diversified.

Research limitations/implications

Literature directly dealing with technology-based service development for decision making in logistics management is rare and thus the methodology is built on insights, compiled from the distinct research areas. Further research should be performed on this nascent topic.

Practical implications

Logistics service providers may use the developed methodology to revise their service portfolio by the consideration of disruptive technologies, in order to reduce strategic misdecisions regarding the range of services.

Originality/value

This paper looks specifically at decision making for implementing disruptive technologies to the service portfolio.

Details

The International Journal of Logistics Management, vol. 32 no. 2
Type: Research Article
ISSN: 0957-4093

Keywords

Article
Publication date: 1 February 1989

Eberhard E. Scheuing and Eugene M. Johnson

Comments that few service firms are sufficiently prepared to meetthe challenge of service innovation. Reviews existing models of newservice development. Proposes a…

5009

Abstract

Comments that few service firms are sufficiently prepared to meet the challenge of service innovation. Reviews existing models of new service development. Proposes a systematic model based not on the small amount of new service development literature but on theories of new product management, which reflects the conditions unique to service industries. Concludes with ten propositions for service management.

Details

Journal of Services Marketing, vol. 3 no. 2
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 8 March 2013

Bo Edvardsson, Thomas Meiren, Adrienne Schäfer and Lars Witell

The aim of this study is to investigate the role of key strategic factors in new service development (NSD). In particular, the role of service development strategy, a…

3641

Abstract

Purpose

The aim of this study is to investigate the role of key strategic factors in new service development (NSD). In particular, the role of service development strategy, a formalised development process, integrated development teams and customer co‐creation were investigated and the results were compared with managers' beliefs.

Design/methodology/approach

The study used a sample of more than 500 service development projects to test a NSD conceptual model. Regression analysis was used to test the relative importance of the key strategic factors, and the results were compared with managers' beliefs.

Findings

The results show that managers believe that customer co‐creation is most important in order to succeed with NSD. However, contrary to management belief, a service development strategy is the “missing link” in improving NSD performance. In addition, the research highlighted an interaction effect between integrated development teams and customer co‐creation, which means that project managers should focus on individual competencies on the development team and how they interact with customers throughout the NSD process.

Originality/value

For a long time, NSD has failed to receive the attention it deserves, not just in practice but also in service research. This study shows that the number of new services put on the market and then withdrawn because of low sales remains as high as 43 per cent. This paper contributes knowledge on how to reduce the number of failures in NSD by pointing out the key strategic factors that influence NSD performance.

Details

Journal of Service Management, vol. 24 no. 1
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 10 May 2013

Avinash Ramtohul and K.M.S. Soyjaudah

The purpose of this paper is to analyse the problems associated with the development of e‐government in Southern Africa Development Community (SADC) countries and propose

Abstract

Purpose

The purpose of this paper is to analyse the problems associated with the development of e‐government in Southern Africa Development Community (SADC) countries and propose a novel framework for adopting service orientation. This framework includes a new approach and architecture for implementing service orientation called SBA‐eGOV (Service Based Architecture for E‐Government).

Design/methodology/approach

A comprehensive literature review was carried out to study various service oriented architecture (SOA) adoption strategies and implementation methods. The most appropriate adoption strategy and implementation method were selected. Web service adoption and implementation/development methodologies were designed separately, and then integrated to form one single framework. Web services best practices were studied to identify the specificities of web services for e‐government projects in SADC countries. A service orientation framework, which includes a service orientation development/implementation method, was developed for e‐government projects. Data from the UN report on e‐government readiness for year 2004‐2010 were analysed.

Findings

The trend showed that the e‐government index of SADC countries has been stagnating (even degrading) since 2005. One of the main reasons is the lack of software application integration. The main area of weakness is the lack of a complete framework for adopting and implementing web services. A framework for adopting service orientation, developing web services and deploying e‐services is required to enable application software integration.

Research limitations/implications

By applying the proposed framework, e‐services can be deployed more rapidly to citizens, businesses and government departments.

Practical implications

SBA‐eGOV can be adopted by countries where e‐government projects have completed the “Internalisation” and “Interaction” stages and use to deliver e‐services to citizens.

Originality/value

This work comprises development of a new framework, SBA‐eGOV, which consists of a service‐orientation adoption methodology, a service‐orientation implementation methodology and a service‐based architecture for government. SBA‐eGOV is a novel and complete framework which addresses service‐orientation adoption, development and implementation. To date, no such research work has been undertaken to analyse and solve the problems surrounding e‐government projects in SADC.

Article
Publication date: 1 February 2002

Shiraz Durrani

Addresses a number of issues concerning racial discrimination in UK public libraries. It examines Black librarianship in the UK in 2001; records the development of the…

Abstract

Addresses a number of issues concerning racial discrimination in UK public libraries. It examines Black librarianship in the UK in 2001; records the development of the Quality Leaders Project which focuses on policy development, management and leadership issues in the context of Black workers and community needs; and discusses the potential contribution of this approach.

Details

Library Management, vol. 23 no. 1/2
Type: Research Article
ISSN: 0143-5124

Keywords

Article
Publication date: 25 April 2008

Heiko Gebauer, Regine Krempl and Elgar Fleisch

The primary objective of this paper is to explore antecedents for developing different types of services. A second objective is to address the neglected role of service

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Abstract

Purpose

The primary objective of this paper is to explore antecedents for developing different types of services. A second objective is to address the neglected role of service development in manufacturing firms.

Design/methodology/approach

A qualitative research approach is used. While the study is qualitative due to its context, it is positioned between deductive and inductive qualitative studies, being neither a test of an already developed theory nor a development of a new theory. Rather, it is an extension of existing theories on service development through dialectic interaction between field studies and existing theory.

Findings

The findings suggest that three types of service (customer service, product‐related services, and customer support services) differ in their configuration of antecedents for service development.

Research limitations/implications

The study is based on case‐study research, but the external validity (generalisability) of the antecedents could not be assessed. Future research would benefit from insights obtained from quantitative data.

Practical implications

The combination of different service types and antecedents forms a model that can guide managers in typical product manufacturing companies who wish to extend the service business by developing services successfully.

Originality/value

Based on three in‐depth case studies and 18 bi‐polar mini cases, this paper explores the relationship between types of services in manufacturing companies and typical antecedents that are necessary for service development.

Details

European Journal of Innovation Management, vol. 11 no. 2
Type: Research Article
ISSN: 1460-1060

Keywords

Article
Publication date: 1 June 2004

Fiona Syson and Helen Perks

This paper generates a network perspective of the development of new services. Service development within a network environment is at an early stage of understanding and…

5176

Abstract

This paper generates a network perspective of the development of new services. Service development within a network environment is at an early stage of understanding and has received little attention. The authors contribute to greater understanding of the new service development process by conceptually developing and integrating two themes: the development of new services and the innovation process within networks, rooted in the study of industrial networks. The conceptual discussion is further strengthened by a case study of network‐based new service development in the financial services sector.

Details

Journal of Services Marketing, vol. 18 no. 4
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 25 September 2007

Rod Gapp and Ron Fisher

The paper seeks to demonstrate an intrapreneur‐led three‐phase model of innovation based on understanding the relationships between service delivery and product development

5059

Abstract

Purpose

The paper seeks to demonstrate an intrapreneur‐led three‐phase model of innovation based on understanding the relationships between service delivery and product development thought, and the application of intrapreneurial‐focused teams in the healthcare and manufacturing industries.

Design/methodology/approach

The research proposes a model that starts with effective teambuilding within an intrapreneurial context, then encompasses the relationship between service and product as a platform for the development of more effective innovation. A two‐part qualitative case study provides insight and understanding of the model's application within both service and manufacturing environments.

Findings

Investigating service delivery shortfalls with effectively developed intrapreneurial teams leads to new and/or improved services. New service developments in turn lead to the development of new products. An action research model based on Deming's PDSA (plan, do, study, act) cycle determines the point of departure for each stage of innovation. The PDSA cycle provides a method for combining innovation, knowledge development and management.

Practical implications

Current approaches focus on the characteristics of intrapreneurs rather than on the linked activities that lead to successful product/service innovation. Important issues such as how teams progress through the stages of service and product development are not usually considered. As a consequence, there is little in the extant literature to guide prospective intrapreneurs or organisations.

Originality/value

Little research has been conducted into how intrapreneurship occurs in organisations. This paper provides insight into how intrapreneurship functions through new service and new product innovations in both the service and manufacturing sectors.

Details

International Journal of Entrepreneurial Behavior & Research, vol. 13 no. 6
Type: Research Article
ISSN: 1355-2554

Keywords

Article
Publication date: 24 April 2009

Daniel Kindström and Christian Kowalkowski

The purpose of this paper is to propose a service development process that is adapted to manufacturing companies and to discuss its implications for companies with a…

7113

Abstract

Purpose

The purpose of this paper is to propose a service development process that is adapted to manufacturing companies and to discuss its implications for companies with a traditional focus on product development and product sales.

Design/methodology/approach

The paper looks at new service development (NSD) literature and argues for a rationale to study NSD processes in a manufacturing context. Next, a generic NSD framework for manufacturing companies is presented. Examples are given based on an explorative multiple case study (ten companies) with in‐depth interviews and focus groups. The analysis reveals organizational requirements and other critical factors related to each stage of the NSD process.

Findings

A four‐stage service offering development framework is presented. Critical aspects of NSD in a manufacturing context are highlighted. The importance of considering both NSD and new product development (NPD) together is also emphasized.

Research limitations/implications

The limitations are based primarily on methodology; the case studies focused only on the service organizations of the manufacturing companies studied.

Practical implications

Managers need to be aware of the inter‐relationship that exists between NSD and NPD and on the specificities of service development in companies where an industrial logic dominates. A number of managerial implications are proposed and discussed.

Originality/value

The paper emphasizes the importance of latter stages in NSD, something that has not previously been extensively studied or addressed. In addition, to explicitly discuss NSD in a manufacturing context is novel.

Details

Journal of Service Management, vol. 20 no. 2
Type: Research Article
ISSN: 1757-5818

Keywords

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