Organizing successful new service development: a literature review

Jong, Jeroen P.J. de; Vermeulen, Patrick

doi:10.1108/00251740310491706

Cited by 311 publications

(279 citation statements)

References 63 publications

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“…These technologies are relevant for the initiation of new services because they can be tools for better and more systematic information gathering and sharing on competi tors, competing services and new customer needs (de Jong and Vermeulen, 2003). Service firms benefit from technology adoption as a means of creating new services and processes or of improving existing ones (Hipp and Grupp, 2005;Pires et al, 2008).…”

Section: Acquisition Of Advanced Technologymentioning

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: Acquisition Of Advanced Technologymentioning

confidence: 99%

Service innovation in manufacturing firms: Evidence from Spain

2012

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“…HRM capability: Human resource is an important resource in a professional service firm (De Jong and Vermeulen, 2003). HRM capability refers to the ability to effectively attract, develop, and retain a firm's human resources (Bernardin and Russell, 1993).…”

Section: H1-6: Technology Has a Positive Impact On Customer Interactimentioning

confidence: 99%

Understanding the role of technology in service innovation: Comparison of three theoretical perspectives

Ryu

Lee

2018

Information & Management

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“…For an efficient service development process, service managers should follow guidelines that include how to develop new services that are responsive to customers' needs, and how to use the supporting techniques for NSD. Excessive rules and procedures may have the opposite effect (De Jong and Vermeulen 2003). Thus, service managers also face the challenge of maintaining the balance between organization and the NSD process.…”

Section: Conclusion and Future Researchmentioning

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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Organizing successful new service development: a literature review

Cited by 311 publications

References 63 publications

Service innovation in manufacturing firms: Evidence from Spain

Service innovation in manufacturing firms: Evidence from Spain

Understanding the role of technology in service innovation: Comparison of three theoretical perspectives

A SAT View on New Service Development

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