Title :
A survey of new service development tools
Author :
Jin, Dayu ; Chai, Kah-Hin ; Wu, Chi-Chuan ; Tan, Kay-Chuan
Author_Institution :
Dept. of Ind. & Syst. Eng., Nat. Univ. of Singapore, Singapore, Singapore
Abstract :
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.
Keywords :
innovation management; product development; service industries; NSD innovativeness; NSD tools; Singapore financial institutions; large-scale survey; new service development tools; service firms; Benchmark testing; Companies; Industries; Market research; Planning; Quality function deployment; method; new service development; service innovation; technique; tool;
Conference_Titel :
Management of Innovation and Technology (ICMIT), 2012 IEEE International Conference on
Conference_Location :
Sanur Bali
Print_ISBN :
978-1-4673-0108-4
DOI :
10.1109/ICMIT.2012.6225896
