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

fYear

2012

fDate

11-13 June 2012

Firstpage

725

Lastpage

732

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;

fLanguage

English

Publisher

ieee

Conference_Titel

Management of Innovation and Technology (ICMIT), 2012 IEEE International Conference on

Conference_Location

Sanur Bali

Print_ISBN

978-1-4673-0108-4

Type

conf

DOI

10.1109/ICMIT.2012.6225896

Filename

6225896