New service development: areas for exploitation and exploration

doi:10.1016/S0272-6963(01)00091-2

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New service development: areas for exploitation and exploration

Journal Article•DOI•

New service development: areas for exploitation and exploration

Larry J. Menor¹, Mohan V. Tatikonda², Scott E. Sampson³•Institutions (3)

University of Western Ontario¹, Indiana University², Brigham Young University³

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.

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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.

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Journal Article•DOI•

Product services for a resource-efficient and circular economy - A review

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Arnold Tukker¹, Arnold Tukker², Arnold Tukker³•Institutions (3)

Leiden University¹, Netherlands Organisation for Applied Scientific Research², Norwegian University of Science and Technology³

15 Jun 2015-Journal of Cleaner Production

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.

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1,345 citations

Book Chapter•DOI•

House of Quality

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Susan Carlson Skalak

17 Jul 2002

1,123 citations

Posted Content•

Research on Innovation: A Review and Agenda for Marketing Science

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Jay Hauser¹, Gerard J. Tellis², Abbie Griffin³, Abbie Griffin⁴•Institutions (4)

Massachusetts Institute of Technology¹, University of Southern California², University of Chicago³, University of Illinois at Urbana–Champaign⁴

11 Jun 2006-Social Science Research Network

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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.

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1,040 citations

Journal Article•DOI•

Research on Innovation: A Review and Agenda for Marketing Science

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Jay Hauser¹, Gerard J. Tellis², Abbie Griffin³•Institutions (3)

Massachusetts Institute of Technology¹, University of Southern California², University of Illinois at Urbana–Champaign³

01 Nov 2006-Marketing Science

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.

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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.

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956 citations

Journal Article•DOI•

Towards an effective framework for building smart cities: Lessons from Seoul and San Francisco

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Jung Hoon Lee¹, Marguerite Gong Hancock², Mei-Chih Hu³•Institutions (3)

Yonsei University¹, Stanford University², National Tsing Hua University³

01 Nov 2014-Technological Forecasting and Social Change

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.

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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...
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References

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Journal Article•

The profitable art of service recovery.

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C W Hart, James L. Heskett, W. E. Sasser

01 Jul 1990-Harvard Business Review

TL;DR: In services, mistakes are a fact of life and no matter how hard companies try, they can't prevent the occasional late flight or missed delivery, but they can learn to recover from them.

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Abstract: In services, mistakes are a fact of life. No matter how hard companies try, they can't prevent the occasional late flight or missed delivery. But they can learn to recover from them. Consider how Club Med-Cancun turned a service nightmare into a memorable experience. When a flight to Cancun left New York six hours late, made two unexpected stops, ran out of food, and had a rough landing, the vacationers on board were certain their holiday was ruined. But the Club Med manager greeted the travelers with food and music and chauffeured them back to the resort. In the end, the vacationers had a better time than if the flight had gone like clockwork. Service recovery starts with identifying the problem. The Bank of Maine in Portland pays customers $1 for writing a letter about the service they received. American Express uses an "800" number to solicit customer complaints. Once they've identified a problem, service companies must act fast. When Smith & Hawken realized that it was taking months to resolve customers' problems by mail, the company decided to use the phone instead. Most important, service companies should encourage frontline employees to deviate from the rules when necessary. Some companies use role playing to help employees develop the creative thinking needed to deal with unusual situations. Sonesta Hotels uses a game in which teams win points for coming up with good solutions to realistic problems. Also, employees must have the authority and responsibility to act on their beliefs-to make phone calls, credit accounts, or send flowers.(ABSTRACT TRUNCATED AT 250 WORDS)

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1,560 citations

"New service development: areas for ..." refers background in this paper

...Some of these service design constructs range from the familiar like customer contact (Kellogg and Chase, 1995; Chase and Tansik, 1983), service blueprinting (Shostack, 1987, 1984), and service quality (Harvey, 1998; Behara and Chase, 1993) to less frequently mentioned—though important—constructs such as service recovery (Miller et al., 2000; Hart et al., 1990) and service climate (Schneider and Bowen, 1995, 1985)....
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...…Tansik, 1983), service blueprinting (Shostack, 1987, 1984), and service quality (Harvey, 1998; Behara and Chase, 1993) to less frequently mentioned—though important—constructs such as service recovery (Miller et al., 2000; Hart et al., 1990) and service climate (Schneider and Bowen, 1995, 1985)....
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Journal Article•DOI•

PDMA Research on New Product Development Practices: Updating Trends and Benchmarking Best Practices

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Abbie Griffin¹•Institutions (1)

University of Illinois at Urbana–Champaign¹

01 Nov 1997-Journal of Product Innovation Management

TL;DR: The most recent survey of best practices for NPD in the U.S. was conducted by Griffin et al. as mentioned in this paper with the goal of determining the current status of NPD practices and performance; understanding how product development has changed from five years ago; determining whether NPD practice and performance differ across industry segments; and investigating process and product development tools that differentiate product development success.

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1,502 citations

"New service development: areas for ..." refers background in this paper

...services introduced in the last 5 years and that 21.7% of company profits are derived from these new services ( Griffin, 1997b )....
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...PII: S0272-6963(01)00091-2 136 L.J. Menor et al. / Journal of Operations Management 20 (2002) 135–157 services introduced in the last 5 years and that 21.7% of company profits are derived from these new services (Griffin, 1997b)....
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...Further, NPD researchers have defined two macro stages in the projectlevel development: the “fuzzy front end” and the “execution-oriented back-end” (Khurana and Rosenthal, 1997; Griffin, 1997a; Moenaert et al., 1995)....
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... Griffin (1997b, p. 453) explicitly remarks that “more research on the NPD needs for service firms should be done, and practices specific...
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...Indeed, Griffin (1997b) notes that services tended to use less formal NSD processes than those found in NPD. Empirical support from two separate studies corroborates that assertion of lack of formality (see Menor, 2000; Roth et al., 1997)....
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Journal Article•DOI•

Employee and customer perceptions of service in banks: Replication and extension.

[...]

Benjamin Schneider¹, David E. Bowen²•Institutions (2)

University of Maryland, College Park¹, University of Southern California²

01 Aug 1985-Journal of Applied Psychology

TL;DR: In this paper, survey data from 142 employees and 968 customers from 28 branches of a bank were analyzed with the following results: moderate support was found for previous work on correlates of role stress for boundary role employees and good support for relationships between branch employees' and branch customers' service perceptions and attitudes.

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Abstract: : Survey data from 142 employees and 968 customers from 28 branches of a bank were analyzed with the following results: (1) Moderate support was found for previous work on correlates of role stress for boundary role employees and good support was found for relationships between branch employees' and branch customers' service perceptions and attitudes; (2) Some significant relationships were reported between branch employees' perceptions of organizational human resources practices and branch customers' attitudes about service; and (3) employee attitudes and customer attitudes were related to their own and one another's turnover intentions. Results were discussed from the perspective of promoting an integration of consumer and organizational behavior in the service sector.

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1,396 citations

"New service development: areas for ..." refers background in this paper

...…Tansik, 1983), service blueprinting (Shostack, 1987, 1984), and service quality (Harvey, 1998; Behara and Chase, 1993) to less frequently mentioned—though important—constructs such as service recovery (Miller et al., 2000; Hart et al., 1990) and service climate (Schneider and Bowen, 1995, 1985)....
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Journal Article•DOI•

Determinants of New Product Performance: A Review and Meta-Analysis

[...]

Mitzi M. Montoya-Weiss, Roger J. Calantone

01 Nov 1994-Journal of Product Innovation Management

TL;DR: Montoya-Weiss and Roger Calantone as mentioned in this paper conducted a comprehensive review of this literature and observed a wide variety of study designs and methodological approaches, and they developed quantitative comparisons of the results, which, although cumbersome, provide a look at the persistent exploratory nature of this research.

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1,365 citations

"New service development: areas for ..." refers background in this paper

...…a common set of factors—development process, market/environment, organizational and strategic—impact NPD performance (Schilling and Hill, 1998; Brown and Eisenhardt, 1995; Montoya-Weiss and Calantone, 1994) and NSD performance (de Brentani, 1995; Cooper et al., 1994; Cooper and de Brentani, 1991)....
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...Underlying the empirical work addressing the antecedents of development performance is the belief that a common set of factors—development process, market/environment, organizational and strategic—impact NPD performance (Schilling and Hill, 1998; Brown and Eisenhardt, 1995; Montoya-Weiss and Calantone, 1994) and NSD performance (de Brentani, 1995; Cooper et al....
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Journal Article•

Designing services that deliver

[...]

L. Shostack

01 Jan 1984-Harvard Business Review

1,332 citations

"New service development: areas for ..." refers background in this paper

...…service design constructs range from the familiar like customer contact (Kellogg and Chase, 1995; Chase and Tansik, 1983), service blueprinting (Shostack, 1987, 1984), and service quality (Harvey, 1998; Behara and Chase, 1993) to less frequently mentioned—though important—constructs such as…...
[...]
...Some of these service design constructs range from the familiar like customer contact (Kellogg and Chase, 1995; Chase and Tansik, 1983), service blueprinting ( Shostack, 1987, 1984 ), and service quality (Harvey, 1998; Behara and Chase, 1993) to less frequently mentioned—though important—constructs such as service recovery (Miller et al., 2000; Hart et al., 1990) and service climate (Schneider and Bowen, 1995, 1985)....
[...]