New service development: Linking resources, processes, and the customer
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Cites background from "New service development: Linking re..."
...Where the organisation has limited experience in designing less traditional offerings, superior service is rarely delivered after being conceived and designed in an ad hoc, non-repeatable fashion (de Jong and Vermeulen, 2003; Reinoso et al., 2009)....
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...Whilst limited research has been conducted that attempts to combine the two design paradigms (Wild, 2007), many authors report that product design approaches are not suitable for service design (Ian Stuart, 1998; Kelly and Storey, 2000; Reinoso et al., 2009)....
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References
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"New service development: Linking re..." refers background in this paper
...Moreover, a service concept must be set clearly in respect to both the customers and the employees (service provider) [10], [13]....
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"New service development: Linking re..." refers background in this paper
...During this stage, managers should work to identify gaps in the possible service concepts[40]....
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946 citations
"New service development: Linking re..." refers background in this paper
...In developing new services, a company must understand that the customer's satisfaction is influenced by forces due to either the service provider, or the individual customer [29]....
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799 citations
"New service development: Linking re..." refers background in this paper
...As Edvardsson and Olsson have said, ”It is very important to build the right quality from the start [31]”....
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...The various sub components of the service system includes: the service company’s staff, the customers, the physical/technical environment and organization and control [31]....
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...Innovative service concepts are largely affected by the calibre of employees, making employees a critical resource in the NSD model [31]....
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