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Does one size fit a...
Does one size fit all? : New service development across different types of services
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- Jaakkola, Elina (författare)
- Univ Turku, Sch Econ, Dept Mkt, Turku, Finland.,Department of Marketing, School of Economics, University of Turku, Turku, Finland
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- Meiren, Thomas (författare)
- Fraunhofer Inst Ind Engn, Dept New Serv Dev, Stuttgart, Germany.,Fraunhofer Institute for Industrial Engineering, Stuttgart, Germany
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- Witell, Lars, 1972- (författare)
- Linköpings universitet,Karlstads universitet,Centrum för tjänsteforskning,Linkoping Univ, Linkoping,Företagsekonomi,Filosofiska fakulteten,Research Center, Karlstad University, Karlstad, Sweden
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- Edvardsson, Bo, 1952- (författare)
- Karlstads universitet,Centrum för tjänsteforskning (from 2013),Research Center, Karlstad University, Karlstad, Sweden
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- Schfer, Adrienne (författare)
- Lucerne Univ Appl Sci & Arts, Dept Serv Management, Luzern, Switzerland.,Lucerne University of Applied Sciences and Arts, Luzern, Switzerland
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- Reynoso, Javier (författare)
- Tecnol Monterrey, Dept Serv Management Res, San Pedro Garza Garcia, Mexico.,Tecnologico de Monterrey, San Pedro Garza Garcia, Mexico
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- Sebastiani, Roberta (författare)
- Univ Cattolica Sacro Cuore, Dept Econ & Business Management Sci, Milan, Italy.,Catholic University of Sacred Heart, Milan, Italy
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- Weitlaner, Doris (författare)
- Campus 02 Univ Appl Sci, Dept Informat Technol & Business Informat, Graz, Austria.,Campus 02 University of Applied Sciences, Graz, Austria
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Univ Turku, Sch Econ, Dept Mkt, Turku, Finland Department of Marketing, School of Economics, University of Turku, Turku, Finland (creator_code:org_t)
- Bingley, UK : Emerald Group Publishing Limited, 2017
- 2017
- Engelska.
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Ingår i: Journal of Service Management. - Bingley, UK : Emerald Group Publishing Limited. - 1757-5818 .- 1757-5826. ; 28:2, s. 329-347
- Relaterad länk:
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https://liu.diva-por... (primary) (Raw object)
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https://urn.kb.se/re...
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https://doi.org/10.1...
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https://urn.kb.se/re...
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Abstract
Ämnesord
Stäng
- Purpose - The extant new service development (NSD) literature tends to assume that the key practices for NSD identified in one context apply for all services, and has failed to sufficiently consider differences in NSD between service types. The purpose of this paper is to explore the nature of NSD across different service types. Design/methodology/approach - An extensive, cross-sectoral survey was conducted in seven countries. Data from 1,333 NSD projects were analyzed to empirically derive a service typology and examine if and how different types of services vary in terms of NSD resources, practices, methods, and results. Findings - Based on six service characteristics, the study identifies four service types: routine-intensive, technology-intensive, contact-intensive, and knowledge-intensive services. The study also identifies specific NSD resources, practices, methods, and results that are prevalent across the service typology. The evidence indicates that the use of advanced practices and methods differs dramatically between service types. Practical implications - The paper enables practitioners to expand their current understanding on NSD by providing insights into the variability of NSD across service types. The results suggest that either service-type-specific models or a configurable model for NSD should be developed. Originality/value - This study provides one of the first empirically derived service typologies for NSD. The study demonstrates that NSD resources, practices, methods, and results differ across service types, thereby challenging the "one size fits all" assumption evident in current NSD research.
Ämnesord
- SAMHÄLLSVETENSKAP -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
- SOCIAL SCIENCES -- Economics and Business -- Business Administration (hsv//eng)
- SAMHÄLLSVETENSKAP -- Medie- och kommunikationsvetenskap -- Systemvetenskap, informationssystem och informatik med samhällsvetenskaplig inriktning (hsv//swe)
- SOCIAL SCIENCES -- Media and Communications -- Information Systems, Social aspects (hsv//eng)
- SAMHÄLLSVETENSKAP -- Medie- och kommunikationsvetenskap -- Mänsklig interaktion med IKT (hsv//swe)
- SOCIAL SCIENCES -- Media and Communications -- Human Aspects of ICT (hsv//eng)
Nyckelord
- Survey
- Project team
- New service development
- NSD methods
- Service characteristics
- Service typology
- Business Administration
- Företagsekonomi
Publikations- och innehållstyp
- ref (ämneskategori)
- art (ämneskategori)
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Jaakkola, Elina
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Meiren, Thomas
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Witell, Lars, 19 ...
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Edvardsson, Bo, ...
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Schfer, Adrienne
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Reynoso, Javier
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Sebastiani, Robe ...
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Weitlaner, Doris
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Karlstads universitet
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Linköpings universitet