liu.seSearch for publications in DiVA
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Does one size fit all? New service development across different types of services.
Department of Marketing, School of Economics, University of Turku, Turku, Finland.
Fraunhofer Institute for Industrial Engineering, Stuttgart, Germany.
Linköping University, Department of Management and Engineering, Business Administration. Linköping University, Faculty of Arts and Sciences. Research Center, Karlstad University, Karlstad, Sweden.
Research Center, Karlstad University, Karlstad, Sweden.
Show others and affiliations
2017 (English)In: Journal of Service Management, ISSN 1757-5818, E-ISSN 1757-5826, Vol. 28, no 2, 19 p.329-347 p.Article in journal (Refereed) Published
Abstract [en]

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. [ABSTRACT FROM AUTHOR]

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2017. Vol. 28, no 2, 19 p.329-347 p.
Keyword [en]
New service development, NSD methods, Project team, Service characteristics, Service typology, Survey
National Category
Business Administration
Identifiers
URN: urn:nbn:se:liu:diva-138045DOI: 10.1108/JOSM-11-2015-0370ISI: 000401069200007OAI: oai:DiVA.org:liu-138045DiVA: diva2:1106389
Available from: 2017-06-07 Created: 2017-06-07 Last updated: 2017-06-13

Open Access in DiVA

The full text will be freely available from 2019-06-01 14:52
Available from 2019-06-01 14:52

Other links

Publisher's full text

Search in DiVA

By author/editor
Witell, Lars
By organisation
Business AdministrationFaculty of Arts and Sciences
In the same journal
Journal of Service Management
Business Administration

Search outside of DiVA

GoogleGoogle Scholar

Altmetric score

Total: 422 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf