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...

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Hauptverfasser: Dayu Jin, Kah-Hin Chai, Chi-Chuan Wu, Kay-Chuan Tan
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Sprache:eng
Schlagworte:
Benchmark testing
Companies
Industries
method
new service development
Planning
Quality function deployment
service innovation
technique
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creator Dayu Jin
Kah-Hin Chai
Chi-Chuan Wu
Kay-Chuan Tan
description 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_str_mv 10.1109/ICMIT.2012.6225896
format Conference Proceeding
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subjects Benchmark testing
Companies
Industries
method
new service development
Planning
Quality function deployment
service innovation
technique
title A survey of new service development tools
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