Title :
A balanced scorecard framework of new service development performance
Author :
Liu, Shunzhong ; Rong, Limin
Author_Institution :
Sch. of Bus., Northeast Normal Univ., Changchun, China
Abstract :
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.
Keywords :
performance evaluation; service industries; KIBS managers; balanced scorecard framework; customer performance; financial performance; growth performance; innovation; internal performance; learning; service development performance; service management; Costs; Innovation management; Knowledge management; Marketing and sales; Measurement standards; Multidimensional systems; Product development; Product safety; Profitability; Research and development management; Framework; Measure; Performance;
Conference_Titel :
Service Systems and Service Management, 2009. ICSSSM '09. 6th International Conference on
Conference_Location :
Xiamen
Print_ISBN :
978-1-4244-3661-3
Electronic_ISBN :
978-1-4244-3662-0
DOI :
10.1109/ICSSSM.2009.5174862
