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

[...]

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.

...read moreread less

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.

...read moreread less

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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Book•

A conceptual framework for understanding e-service quality : implications for future research and managerial practice

[...]

Valarie A. Zeithaml, A. Parasuraman, Arvind Malhotra

01 Jan 2000

846 citations

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

...These design features additionally have implications for the management of service quality as well (Zeithaml et al., 2000)....
[...]
...…recognizing what is important in designing the Internet “store front” for ease of navigation, information content and customer support (Hallowell, 2000; Reichheld and Schefter, 2000; Zeithaml et al., 2000), few have systematically scrutinized how such Internet-based services are to be developed....
[...]
...Discussions about the Internet “service experience” tend to focus on the front-office elements that appear on the customers’ screens (Novak et al., 2000; Zeithaml et al., 2000)....
[...]

Journal Article•DOI•

Management of Innovation in Services

[...]

Jon Sundbo¹•Institutions (1)

Roskilde University¹

29 Jan 1997-Service Industries Journal

TL;DR: In this paper, a series of case studies in Danish service firms is used to analyze whether service firms innovate at all, and how they organize the innovation activities, concluding that the service firms rarely have R&D departments and innovation generally is an unsystematic search-and-learn process.

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Abstract: The article discusses two issues. The first is whether service firms innovate at all; the second is how they organise the innovation activities. The basis for the analysis is a series of case studies in Danish service firms. The first issue is discussed theoretically. Of the several paradigms within traditional innovation theory, the strategic innovation paradigm is the most adequate to explain service innovations. Organisational learning must be separated from innovation whereby the latter means a jump in turnover and profit while the first means a lower and continuous growth. The emphirical analysis demonstrates that the service firms innovate. The second issue is analysed empirically. Different ways of organising the innovation activities are set placed a taxonomy. It is concluded that the service firms rarely have R&D departments and innovation generally is an unsystematic search-and-learn process.

...read moreread less

814 citations

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

...The constructs “service development” and “service innovation” have been used interchangeably in past research (Sunbo, 1997; Barras, 1986)....
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Journal Article•

How can service businesses survive and prosper

[...]

Roger W. Schmenner

01 Jan 1986-Sloan Management Review

TL;DR: Through the use of a service matrix, the author shows how service businesses can broaden their professional relationships with other services that have similar operations and managerial challenges, and in so doing, gain the economic foothold needed to survive and prosper.

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Abstract: Given the competitive spirit of the service sector, the time has come for service businesses to recognize that they are really a part of a larger whole, and not merely unique, entrepreneurial entities unto themselves In fact, the author of this article warns that if service businesses remain isolated from one another, their mortality rate will continue to rise Through the use of a service matrix, the author shows how service businesses can broaden their professional relationships with other services that have similar operations and managerial challenges, and in so doing, gain the economic foothold needed to survive and prosper

...read moreread less

799 citations

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

...A number of the basic constructs and paradigms commonly deployed in service management research and teaching are design-related (e.g. Wemmerlöv, 1990; Schmenner, 1986)....
[...]
...A number of the basic constructs and paradigms commonly deployed in service management research and teaching are design-related (e.g. Wemmerlöv, 1990; Schmenner, 1986)....
[...]

Journal Article•DOI•

New service development: a review of the literature and annotated bibliography

[...]

Axel Johne, Chris Storey

01 Apr 1998-European Journal of Marketing

TL;DR: A review and ready reference to recent writings on new service development (NSD) especially for the financial services sector is provided in this article, where the authors discuss the types of new services development, the purposes served by them and the processes.

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Abstract: Provides a review and ready reference to recent writings on new service development (NSD), especially for the financial services sector. Discusses the types of new service development, the purposes served by them and the processes. Refers to the key activities of NSD and measures its success. An annotated bibliography supplies a very useful guide to the new service development literature.

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786 citations

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

...…we conclude that there are many opportunities to further—and a few challenges that hinder— understanding of NSD, a fair amount of conceptual and empirical investigations exist on this sub-area of service management (see Tatikonda and Zeithaml, 2001; Johnson et al., 2000; Johne and Storey, 1998)....
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...The early empirical work in that area starting with Bowers (1985) focused on identifying common stages in the NSD process (Johnson et al., 2000, Johne and Storey, 1998)....
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...Cooper and Kleinschmidt, 1995; Tatikonda and Montoya-Weiss, 2001), and can be measured on a project or overall development process level (Johne and Storey, 1998; Voss et al., 1992)....
[...]
...…is a multidimensional construct that reflects both operational effectiveness and marketplace competitiveness (cf. Cooper and Kleinschmidt, 1995; Tatikonda and Montoya-Weiss, 2001), and can be measured on a project or overall development process level (Johne and Storey, 1998; Voss et al., 1992)....
[...]
...A review of the extant empirical research in NSD (see Johne and Storey (1998) for a review of the services marketing focused NSD research) reveals few efforts that clarify just what types of new services are being investigated....
[...]

Book•

Blown to Bits: How the New Economics of Information Transforms Strategy

[...]

Thomas S. Wurster

01 Jan 1999

TL;DR: Blown to Bits as mentioned in this paper is a business strategy for the new economics of information that is eliminating the trade-off between richness and reach, blowing apart the foundations of traditional business strategy and explains how to take advantage of the new forces shaping competitive advantage.

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Abstract: From the Publisher: Richness or reach? The trade-off used to be simple but absolute: Your business strategy either could focus on "rich" informationcustomized products and services tailored to a niche audienceor could reach out to a larger market, but with watered-down information that sacrificed richness in favor of a broad, general appeal. Much of business strategy as we know it today rests on this fundamental trade-off. Now, say Evans and Wurster, the new economics of information is eliminating the trade-off between richness and reach, blowing apart the foundations of traditional business strategy. With the spread of connectivity and common standards, your customers will increasingly have rich access to a universe of alternatives, your suppliers will exploit direct access to your customers, and focused competitors will pick off the most profitable parts of your value chain. According to Blown to Bits, your business definition, industry definition, and competitive advantage are simultaneously up for grabs. With an uncompromising clarity and vivid examples, Blown to Bits is targeted squarely at today's practicing business and corporate leaders. This groundbreaking book shows how to build new strategies that reflect a world where richness and reach go hand in hand, and explains how to take advantage of the new forces shaping competitive advantage.

...read moreread less

775 citations

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

...One reason is that the economies of information are dramatically different than the economies of physical items (Evans and Wurster, 2000)....
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