A balanced scorecard framework of new service development performance

The purpose of this study is to provide a theoretical framework reflecting new service development performance. Data were collected via face-to-face interviews with KIBS managers knowledgeable about new service development in their organization and researchers specialized in innovation and service management. New service development performance is conceptualized as a multidimensional construct reflected by the following complementary first-order dimensions: financial performance, customer performance, internal performance, and learning and growth performance. This study contributes to new service development management research by providing a set of valid and reliable operational measures, which are expected to help researchers in theory testing.