New service development: areas for exploitation and exploration
01 Apr 2002-Journal of Operations Management (No longer published by Elsevier)-Vol. 20, Iss: 2, pp 135-157
TL;DR: The management of new service development (NSD) has become an important competitive concern in many service industries as discussed by the authors, however, NSD remains among the least studied and understood topics in the service management literature.
About: This article is published in Journal of Operations Management.The article was published on 2002-04-01. It has received 688 citations till now. The article focuses on the topics: Service system & New product development.
Citations
More filters
TL;DR: Product service systems (PSS) have been heralded as one of the most effective instruments for moving society towards a resource-efficient, circular economy and creating a much needed "resource revolution" as mentioned in this paper.
1,345 citations
Posted Content•
TL;DR: In this paper, the authors identify 16 topics relevant to marketing science, which they classify under five research fields: consumer response to innovation, including attempts to measure consumer innovative-ness, models of new product growth, and recent ideas on network externalities.
Abstract: Innovation is one of the most important issues in business research today. It has been studied in many independent research traditions. Our understanding and study of innovation can benefit from an integrative review of these research traditions. In so doing, we identify 16 topics relevant to marketing science, which we classify under five research fields: - Consumer response to innovation, including attempts to measure consumer innovative-ness, models of new product growth, and recent ideas on network externalities - Organizations and innovation, which are increasingly important as product development becomes more complex and tools more effective but demanding - Market entry strategies, which includes recent research on technology revolution, exten-sive marketing science research on strategies for entry, and issues of portfolio manage-ment - Prescriptive techniques for product development processes, which have been transformed through global pressures, increasingly accurate customer input, web-based communica-tion for dispersed and global product design, and new tools for dealing with complexity over time and across product lines - Defending against market entry and capturing the rewards of innovating, which includes extensive marketing science research on strategies of defense, managing through metrics and rewards to entrants For each topic, we summarize key concepts and highlight research challenges. For pre-scriptive research topics, we also review current thinking and applications. For descriptive top-ics, we review key findings.
1,040 citations
TL;DR: In this paper, the authors identify 16 topics relevant to marketing science, which they classify under five research fields: consumer response to innovation, including attempts to measure consumer innovativeness, models of new product growth, and recent ideas on network externalities; organizations and innovation, which are increasingly important as product development becomes more complex and tools more effective but demanding.
Abstract: Innovation is one of the most important issues in business research today. It has been studied in many independent research traditions. Our understanding and study of innovation can benefit from an integrative review of these research traditions. In so doing, we identify 16 topics relevant to marketing science, which we classify under five research fields:
Consumer response to innovation, including attempts to measure consumer innovativeness, models of new product growth, and recent ideas on network externalities; Organizations and innovation, which are increasingly important as product development becomes more complex and tools more effective but demanding;.
Market entry strategies, which includes recent research on technology revolution, extensive marketing science research on strategies for entry, and issues of portfolio management;
Prescriptive techniques for product development processes, which have been transformed through global pressures, increasingly accurate customer input, Web-based communication for dispersed and global product design, and new tools for dealing with complexity over time and across product lines;
Defending against market entry and capturing the rewards of innovating, which includes extensive marketing science research on strategies of defense, managing through metrics, and rewards to entrants.
For each topic, we summarize key concepts and highlight research challenges. For prescriptive research topics, we also review current thinking and applications. For descriptive topics, we review key findings.
956 citations
TL;DR: In this paper, the authors present a framework for conducting case studies examining how smart cities were being implemented in San Francisco and Seoul Metropolitan City by integrating various practical perspectives with a consideration of smart city characteristics taken from the literature.
622 citations
Cites background from "New service development: areas for ..."
...[36] borrow March [33] notion of exploitation (meaning ‘persuading further leveraging and refinement’) and exploration (meaning the ‘identification of newareas or domains...
[...]
References
More filters
TL;DR: The objective of the session was to establish the key elements of a mission statement for the information system (IS) maintenanc e function and list a set of critical success factors for the maintenance functio n identified by the group.
Abstract: As organizational computing moves from back roo m production processing to more highly visible areas such as computing for competitive advantage, expert systems , fourth generation technologies, local area networks, an d desktop publishing, one may assume that the vast majority of organizational effort should be spent on developing new applications to take advantage of these new technologies and development philosophies . As attractive as this migh t sound most organizations are faced with a much mor e glaring problem that is consuming the vast majority o f available resources . Resources that otherwise might b e dedicated to these new projects . The problem is how do w e manage and maintain a 30 year inventory of applicatio n software . The issue is not trivial since the software span s both hardware and software generations and is critical to the day-to-day operations of the business . A brief analysis of the problem indicates it will only get worse . For every new system placed in production we generate another piece of software to be added to the eclectic inventory . Admittedly maintenance can be classified as a technical problem and needs a technical solution . But the only hope of getting a handle on the issue and determinin g how to maintain the inventory, without sacrificing th e future of the organization, is to develop a manageria l solution. The solution needs to address such issues a s strategy, productivity, policy, procedures, and priorities . In an attempt to learn more about the practica l implications and organizational realities of managing th e maintenance function, 29 MIS directors and maintenanc e managers were assembled to discuss the issue. All of th e attendees represented member firms of the Informatio n System Research Center at the University of Houston . A round table discussion format was used to facilitat e interaction among the attendees . The objective of th e session was to establish the key elements of a mission statement for the information system (IS) maintenanc e function from hich organization specific action plans could be developed . The purpose of this article is to report on th e outcomes of the session and specifically to (1) describe th e key issues and questions raised by the group, (2) list a set of critical success factors for the maintenance functio n identified by the group, and (3) list a series of attributes that can be used to develop an organization's mission statemen t for the IS maintenance function .
99 citations
TL;DR: In this article, the authors apply management concepts for the development of products to the development and growth of services businesses, and apply these concepts to a worker's compensation insurer, based on several years of collaborative research with management of that firm.
Abstract: Executive Overview This article applies management concepts for the development of products to the development and growth of services businesses. It tests product platform concepts against the experiences of a successful service enterprise and sets the stage for future research by positing approaches for market segmentation, service platform definition, and competency measurement. We propose new management research in the field of product development as a foundation for studying services. The central themes of our research are frameworks guiding the efficient development of new products based on robust product and process platforms targeting an array of related markets. Enabling these product and process platforms is the development or licensing of technical, production, marketing, and organizational competencies. We adapt these concepts to services businesses, and apply them to a worker's compensation insurer, based on several years of collaborative research with management of that firm. We find the inte...
94 citations
"New service development: areas for ..." refers background in this paper
...To the best of our knowledge no classification of service architectures has been reported (though Meyer and DeTore (2001, 1999) discuss modularity and platform notions in service development), nor have tools which help service developers specify a service architecture been put in place....
[...]
...While efforts to address these problems span multiple disciplines, Meyer and DeTore (1999) propose the need to exploit findings from NPD specifically to better understand the management of NSD. Section 3.1, in an effort to begin addressing RC2, offers some insight on what NPD research issues can be…...
[...]
TL;DR: In this article, the authors present an approach for effective service operations management by integrating market-based objectives and operating decisions of managers, which can be used by managers to make better decisions about product/service design and positioning services according to market needs.
Abstract: This study presents an approach for effective service operations management by integrating market-based objectives and operating decisions of managers. This approach is based on constructs from operations management, econometrics, and marketing and can be used by managers to make better decisions about product/service design and positioning services according to market needs. Empirical data for this study were collected from the pizza delivery industry in a large metropolitan area in the western United States. Pizza delivery profiles were experimentally designed based on seven attributes: promised delivery time, actual delivery time, pizza variety, pizza temperature, money-back guarantee, price, and discount. An econometric procedure known as probabilistic discrete choice analysis was used to identify the customer pizza choice patterns and managers’ perceptions of customer choice patterns. The results show how customers trade off among different attributes when choosing a pizza delivery company. Managers ...
85 citations
"New service development: areas for ..." refers background in this paper
...…OM treatment of NSD spans tactical process related issues (Tatikonda and Zeithaml, 2001; Johnson et al., 2000; Deszca et al., 1999; Bitran and Pedrosa, 1998) and service design (Verma et al., 2001, 1999; Pullman et al., 2001) to strategic performance issues (Froehle et al., 2000, Menor, 2000)....
[...]
TL;DR: In this paper, a conceptual framework and method for determining the extent of service product and process attribute standardization versus customization in these settings is presented. And the authors evaluate the effects of competitors adopting their revenue maximizing strategy both independently of each other and simultaneously while assuming the size of the market is viewed as a zero sum game.
81 citations
"New service development: areas for ..." refers background in this paper
..., 1999; Bitran and Pedrosa, 1998) and service design (Verma et al., 2001, 1999; Pullman et al., 2001) to strategic performance issues (Froehle et al....
[...]
...…OM treatment of NSD spans tactical process related issues (Tatikonda and Zeithaml, 2001; Johnson et al., 2000; Deszca et al., 1999; Bitran and Pedrosa, 1998) and service design (Verma et al., 2001, 1999; Pullman et al., 2001) to strategic performance issues (Froehle et al., 2000, Menor, 2000)....
[...]
TL;DR: An integrated framework for designing profit-maximizing products/ services, which can also be produced at reasonable operating difficulty levels, and shows that optimum profit, market share, cost, and product profiles are dependent on operating difficulty level.
Abstract: This paper presents an integrated framework for designing profit-maximizing products/ services, which can also be produced at reasonable operating difficulty levels. Operating difficulty is represented as a function of product and process attributes, and measures a firm's relative ease or difficulty in meeting customer demand patterns under specified operating conditions. Earlier optimum product design procedures have not considered. operational difficulty. We show that optimum profit, market share, cost, and product profiles are dependent on operating difficulty level. Empirical results from the pizza delivery industry demonstrate the value of the proposed Effective Product/Service Design approach.
81 citations
"New service development: areas for ..." refers background in this paper
...…OM treatment of NSD spans tactical process related issues (Tatikonda and Zeithaml, 2001; Johnson et al., 2000; Deszca et al., 1999; Bitran and Pedrosa, 1998) and service design (Verma et al., 2001, 1999; Pullman et al., 2001) to strategic performance issues (Froehle et al., 2000, Menor, 2000)....
[...]