A survey of new service development tools

A survey of new service development tools

This study takes a holistic view on new service development (NSD) tools. A thorough literature review was conducted to identify the commonly used NSD tools, together with their purposes, strengths and weaknesses. We executed a large-scale survey among Singapore financial institutions to offer empiri...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: Dayu Jin, Kah-Hin Chai, Chi-Chuan Wu, Kay-Chuan Tan
Format: Tagungsbericht
Sprache:eng
Schlagworte:
Benchmark testing
Companies
Industries
method
new service development
Planning
Quality function deployment
service innovation
technique
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Beschreibung
Zusammenfassung:This study takes a holistic view on new service development (NSD) tools. A thorough literature review was conducted to identify the commonly used NSD tools, together with their purposes, strengths and weaknesses. We executed a large-scale survey among Singapore financial institutions to offer empirical evidences regarding NSD tools usage patterns, their impacts on NSD performance, and the contingencies on NSD innovativeness. The results showed that: (1) NSD tools are still underutilized in service firms; (2) NSD tools have positive influences on NSD performance; and (3) more tools are adopted when services are new to the firm and new to the customer.
DOI:10.1109/ICMIT.2012.6225896