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Little research has focussed on launch of service innovations across international markets. The determinants of timeliness (conversely, delays) in the launch of service innovations across multiple country markets has equally received little attention in the literature. This paper reports on the findings of an exploratory case‐based research investigation into service innovations launched by Cypriot financial institutions across three or more foreign country markets. The analysis shows that on‐time introduction of service innovations rely heavily on: service innovation synergies with existing operations; sufficiency of marketing resources; extensive use of “soft” integrating organizational mechanisms; and proficiency in the development process. External environmental elements, including market heterogeneity and extensive competition have a lesser impact on the timeliness of such multi‐country introductions. Several propositions are forwarded for further investigation.

Considering the strikingly high number of new products and services that are withdrawn from the market very soon after launch, the aim of this paper is to study how early market survival is affected by decisions regarding a particular launch tactic, i.e. the configuration of the adoption network through which the innovation is commercialized. The paper also investigates how the impact on early market survival of this launch tactics depends on the maturity of the technology underlying the new service.

The conceptual model relating the variables “size of the adoption network”, “brand awareness of the organizations comprised in the adoption network”, “maturity of the underlying technology” and “early market survival” is tested in the empirical setting of the Italian mobile value added services (VAS) market, utilizing a longitudinal dataset which includes more than 28,000 new VAS launched between 2003 and 2007.

The paper shows that increasing the number of external organizations involved in the adoption network is a particularly effective tactical decision for new services based on very novel technologies, whereas building an adoption network that involves organizations with high brand awareness in the eyes of prospective customers positively impacts the early market survival of services relying on mature technologies.

Besides providing practical insight to product and marketing managers seeking to maximize the chances of early survival of the services they are responsible for, the paper has interesting implications for launch decisions and diffusion of innovation research.

The purpose of this paper is to examine the extent to which perceived extension innovativeness, extension quality, and consumer involvement affect reciprocal attitudes toward a newly launched vertical service line extension and the parent brand.

An empirical investigation using a survey methodology was conducted with a sample of 664 respondents representative of the target population. Three pre‐tests were conducted. Partial least squares structural equation modeling and analysis of variance helped test the complex paths of nominal, mediating, and moderating variables.

Extension innovativeness, extension quality, and consumer involvement positively mediate the relationship between the new extension and the parent brand. In addition, parent brand perceived innovativeness negatively moderates the impact of extension innovativeness on attitudes toward the parent brand. Perceived quality of the extension does not solely mediate a reciprocal attitude but is partially mediated by extension innovativeness.

Future studies should investigate different types of services and consumer goods to generalize the results. Other dimensions of involvement could also be tested.

This study provides key findings to managers who are responsible for launching newly‐created upscale service extensions. When evaluating a new vertical service line extension, consumers actively process the available information. Thus, marketers must be careful to communicate the quality and the innovativeness of a new service because both factors can dynamically influence reciprocal attitudes toward the parent brand.

This article brings new insights as well as closing an important theoretical gap in the literature regarding the complex dynamic effects of perceived innovativeness, quality, and involvement in a context of a vertical service line extension during launch as it reciprocally impacts attitude toward the parent brand.

The purpose of this paper is to test how national culture may help to explain cross-country differences in new service development (NSD) by comparing the impact of NSD success factors between Mexico and Sweden.

Eight hypotheses based on prior literature on NSD and national culture were tested using covariance-based structural equation modeling and survey data from 210 Mexican and 173 Swedish firms.

Launch proficiency and customer interaction had a positive impact on NSD performance with no difference between the two cultures. NSD process formalization did not have clear positive impact on NSD performance but had a statistically significantly stronger impact in the structured culture (Mexico). Team empowerment affected NSD performance positively, but the difference between cultures was non-significant.

The impact of national culture depends on the type of NSD success factor. Some factors are unaffected by the cultural context, while factors congruent with the national culture enhance performance. Factors incongruent with national culture may even hurt NSD performance.

When choosing priorities in NSD improvement, managers need to consider the national culture environment.

Paper directly tests how national culture moderates NSD performance using primary data. Findings suggest that the effects of NSD success factors are contingent on congruence with national culture.

How companies orchestrate the activities surrounding the development and launch of a new product or service has been shown to have a critical impact on new service performance. Most service companies, including those in the industrial financial sector, have little in the way of a highly developed new service programme. Reports the results of a major empirical investigation of 106 new industrial financial services where the factors which define the new service development process were the primary focus of study. The findings indicate that six basic factors, comprising the technical activities required for design and launch and the type of corporate environments that nurture success, define the service development function for new industrial financial services. Four factors, including the quality of execution of the up‐front activities and of the launch programme, an expert‐driven process and, in particular, a supportive and high‐involvement corporate culture, were shown to have a critical impact on new service success.

Outlines Japan’s journey to third‐generation mobile (3G). Posits a number of factors have been responsible for driving Japan in the direction of 3G. Examines developments in 3G mobile phones and the situation reached in that country. Sums up that there are a number of lessons to be learned from the Japanese experience, notably on market structure.

The purpose of this study is twofold: first, to assess the impact of extension innovativeness on attitude towards service line extension and the mediating role played by extension quality (in relation to the parent brand); second, to examine the effect of consumer involvement as a moderator of the relationship between extension quality (in relation to the parent brand) and attitude towards the extension.

An empirical investigation using a survey methodology was conducted with a sample of 664 respondents. The structural model was assessed using partial least squares (PLS graph).

The results suggest that in launching a new service line extension perceived quality of the extension (in relation to the parent brand) has a direct impact on attitude towards the service line extension and mediates the effect of perceived extension innovativeness on extension attitude. The findings also suggest that consumer involvement in the extension moderates the relationship between extension quality (in relation to the parent brand) and attitude towards the extension.

Line extensions of other types of services and consumer goods could be investigated in futures studies. Involvement is a multidimensional construct. Other dimensions of involvement could be tested in similar contexts.

This study is important for managers of newly created service branches. In launching a new service line extension, marketers must be careful in developing the quality of the service as well as managing its innovation as both factors influence attitude and behavioral intention outcomes. Also, the moderating role of involvement indicates that managers must attempt to reduce risk perceptions during launch.

The paper makes an important contribution to the emerging service line extension literature.

The present study aims to develop a measure of the market‐creating service innovation (MCSI) proposed by Berry et al., verify the typology, identify the relationship between MCSI and each new service development (NSD) stage, and assess the degree to which the role of customers involved in each NSD stage contributes to each type of MCSI.

A mail survey was sent to service companies in Taiwan, the target respondents being senior managers with experience in developing successful new services in the past three years. A total of 179 usable questionnaires were collected, resulting in a respondent rate of 21.2 per cent. The responses covered a wide range of service industries.

The present study confirms that the four MCSIs proposed by Berry et al. do indeed exist in practice. The degree of association between each NSD stage and each type of MCSI varies according to MCSI type. The statistical weights for customers involved in each type of MCSI are also different.

This study extends a theoretical mechanism of NSD that customers indeed contribute to service innovation, but their involvement varies depending on the characteristics of the service innovation.

Utilizing a new scale of MCSI, service providers can evaluate what types of MCSI are a better fit for their business.

This study provides a better understanding of MCSI, which helps service providers to properly allocate their limited resources. In addition, this study clarifies the degree to which the values of customer involvement in NSD contribute to MCSI.

This study aims to explore the innovative strategies of business model of the free-to-fee switch, the relationship between the business model innovation and customer knowledge and further develop a conceptual model.

This study adopts a multiple case study method with abductive research logic, following the replication logic to select samples. A total of eight outstanding companies with altogether 312 free-to-fee switch events were selected from 1998 to 2021.

A strategic matrix with four innovative business models for the free-to-fee switch is generated. The parallelism between the models and customer knowledge orientations is also found. Further, the study develops the conceptual model regarding customer knowledge orientation as a key mediation.

The study highlights the conceptualization definition of customer knowledge orientation and its mediation effect to the business model innovation of free-to-fee switch, which is a new issue compared with previous research. Furthermore, it reveals that there exists organizational ambidexterity, which brings a new definition of customer knowledge orientation.

This study suggests how to integrate customer knowledge orientations to support the marketing process of the business model of free-to-fee switch. It also proposes a specific mechanism to conduct the free-to-fee switch with the introduction of four innovative strategic models and eight evolutional paths.

This study creatively proposes the strategic matrix and the conceptual model of business model innovation of free-to-fee switch. Moreover, a new conceptual definition of customer knowledge orientation is specified.