New service development: a review of the literature and annotated bibliography

Johne, Axel; Storey, Chris

doi:10.1108/03090569810204526

Cited by 526 publications

(524 citation statements)

References 107 publications

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“…providers, then, must develop not only the service itself, but also the precise manner in which it is delivered to customers (Johne and Storey, 1998). As a result of the interaction between service providers and their customers, some innovation activities are aimed at adapting the services to the users' needs, which might in itself be considered a form of innovation.…”

Section: Service Marketmentioning

confidence: 99%

Service innovation in manufacturing firms: Evidence from Spain

2012

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a b s t r a c tThe ways in which manufacturing firms come to offer services to customers servitisation or servicisation are attracting considerable attention. This paper examines an innovation survey of Spanish firms in order to investigate one aspect of this phenomenon: the introduction of new or improved services by manufacturers. Specifically, the paper analyses the determinants of service innovations in manufacturers and determines whether they differ from those of product or process innovations in these same firms. The study finds that almost 20 percent of the firms in the sample have introduced such services in the recent past and that important differences exist between service and product (goods) innovations, with service innovations being particularly related to human resource development and closer links to customers. This suggests that service innovation by manufacturers has much in common with the innovation patterns detected in service sector firms. Intriguing differences across manufacturing sectors are also noted, with the lowest and highest tech sectors reporting more service innovations than the medium tech sectors.

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Section: Service Marketmentioning

confidence: 99%

Service innovation in manufacturing firms: Evidence from Spain

2012

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“…Success is more likely to be achieved if one manages a large number of aspects competently, and in a balanced manner (Johne and Storey, 1998). The critical dimensions that influence service innovation performance have been separated into four clusters of concerns: (1) service or product related, (2) market-related, (3) process-related, and (4) organizational-related clusters of items (de Brentani, 2001).…”

Section: Development Of Successful Innovationsmentioning

confidence: 99%

“…Despite the crucial importance of being innovative and developing new services, the knowledge about how to achieve success is limited (Johne and Storey, 1998). As a result, managers often rely on gut-feeling, speculation, and their own limited experience about the keys to innovation success.…”

Section: Introductionmentioning

confidence: 99%

An Investigation of the Factors Affecting Innovation Performance in Chain and Independent Hotels

Ottenbacher

Shaw²,

Lockwood

2006

Journal of Quality Assurance in Hospitality & Tourism

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The failure rate of new service projects is high, because the knowledge about how innovations should be developed is limited. In the last decade, several studies have investigated the success factors associated with service innovations (e.g. AtuaheneGima, 1996;de Brentani, 2001;Storey and Easingwood, 1998). However, no research in new service development (NSD) has addressed the question of whether chain affiliated and independently operated service firms have different approaches for developing successful innovations. The majority of past new service development (NSD) success studies have concentrated on the financial service sector, which is generally represented by large corporate organizations. The findings of this study indicate that the factors which impact on the performance of NSD depend on the organizational relationship of hotels -chain affiliation or independent operation. The study's results suggest that market attractiveness, process management, market responsiveness and empowerment predict NSD success within chain affiliated hotels.While empowerment and market attractiveness are also related to NSD success in independent hotels, this is also linked to effective marketing communication, employee commitment, behaviour based evaluation, training of employees and marketing synergy.

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“…Sources: (Berkley 1996, Tax and Stuart 1997, Johne and Storey 1998, Botschen et al 1999, Edvardsson et al 2000, Bullinger et al 2003, Gustafsson and Johson 2003, Chai et al 2005, Johann and Kurt 2007, Kuo 2008, Kung 2008 …”

Section: Table 3 Techniques and Methods Adopted By The S-a Framework mentioning

confidence: 99%

“…However, service value net is composed of business entities connected together by corresponding relations. In other words, service value net is primarily concerned with the interaction process of service offerings via various business entities (Johne and Storey 1998). Consequently, we should analyze the business model of potential service concepts, because the business model for a service involves the performance of a company based on creating value for all the players on whom it depends.…”

Section: A New Framework For Nsdmentioning

confidence: 99%

A SAT View on New Service Development

Lin

Hsieh

2011

Service Science

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ew service development (NSD) is getting important for companies that wish to gain a competitive advantage on service-driven markets. While research on NSD has grown rapidly over the last decade, many studies have been highly fragmented and concentrated on different innovation issues. Few studies have focused on the stages, activities, and techniques of NSD. In addition, the NSD process is delivered through service value net, and can often be carried out by multiple companies. Therefore, this study aims to provide a SAT (Stage-Activity-Technique) framework for NSD stages, activities, and techniques based on a literature review and trend analysis. This study divides the NSD process into five stages: service identification, service value net formation, service modeling, service implementation, and service commercialization. In addition, the NSD process is more likely to be spiral in form for new services that are examined. The NSD process is also likely to be refined by service providers and customers to incorporate their detailed requirements and integrate service value into future development processes. The SAT model can assist service designers and engineers in developing new services by providing a structured NSD process and identifying techniques for activities in the NSD process.

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New service development: a review of the literature and annotated bibliography

Cited by 526 publications

References 107 publications

Service innovation in manufacturing firms: Evidence from Spain

Service innovation in manufacturing firms: Evidence from Spain

An Investigation of the Factors Affecting Innovation Performance in Chain and Independent Hotels

A SAT View on New Service Development

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