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Services Innovation: Successful versus Unsuccessful Firms There is some acceptance of the idea that services and products are
so intertwined that the process for development is the same, but there
has been no rigorous empirical evidence to support that contention. Uses
data collected in in‐depth interviews with 80 senior level managers in
16 different firms, 25 group discussion sessions with 388 executives in
241 additional firms, and from a mail survey of 217 senior managers in
firms from 11 differing service categories. In all three phases,
elements of the service innovation process were examined. Examines the
general similarity to new product development and concentrates on the
major factors differentiating successful from unsuccessful service
innovation. Concludes that there is some similarity between product and
service innovation processes, but that significant differences exist,
with the service arena demonstrating more of a lack of new service
strategic planning, reliance on competitive imitation for new concepts,
and less presence of innovation champions. Successful firms in new
service development more closely fit innovations with the current
business than do unsuccessful firms. They also present more of an
opportunity for a champion to stay and manage a new offering after
launch. There is no apparent difference in the formality of the process
between successful and unsuccessful managers, with most service firms
reporting a more ad hoc process.
Tập 4 Số 1 - Trang 49-65 - 1993
Service case scheduling Numerous services involve the processing of individual customer cases. These cases require a service provider to accomplish several tasks, many of which involve precedence relationships and sequence‐dependent setup times. In addition, time lags may be required between certain tasks to permit processing external to the service provider. Finally, satisfaction of customer demand is typically constrained by the availability of the service provider, who seeks to accomplish tasks with an eye toward several dynamic objectives. This problem, designated the service case scheduling problem, is logically described in terms of its objectives, constraints, and characteristics. A simulation study is then used to produce general recommendations for the problem's solution in practice.
- 2004
Linking communication to innovation success in the financial services industry: a case study analysis Reports the findings of an exploratory case study research on the contribution of internal and external communication to the commercial success of financial service innovations. An extensive case study research involving four innovation projects was conducted within a leading Belgian bank. The desk research and the 32 in‐depth interviews with senior managers and project leaders served as a platform for theory development. A propositional framework was developed that offers a contingency perspective regarding the role of communication during the different stages of the service innovation process. While many of the existing studies in the field have exclusively focused on external communication, the effectiveness of internal communication is a critical success factor. Furthermore, path dependency effects were created in the project life‐cycle of the financial service innovation projects. Finally, the findings suggest that the effectiveness of internal and external communication depends on the level of intangibility, heterogeneity, simultaneity and perishability of the new service offering.
Tập 10 Số 1 - Trang 23-48 - 1999
Organizational teamworking frameworks: evidence from UK and USA‐based firms Draws from case study research conducted in 14 UK and USA‐based manufacturing and service firms, most with mature teamworking structures. Aims to examine practitioner perspectives and current practices in teamworking and to assess the strategic contribution that work‐based teams are making to quality improvement.
- 1997
Internationalization of professional service firms as learning – a constructivist approach Purpose Internationalization process research has conceptualized the cross‐border move of firms as a process of learning. Yet, little attempts have been made to develop a constructivist learning theory of the internationalizing firm. The aim of this paper is to apply a contemporary learning theoretical framework to analyze the internationalization of professional service firms. Design/methodology/approach A constructivist theory of learning is applied. Findings The paper explains learning during the internationalization process of professional service firms as a process of social interaction with the socio‐cultural environment. The paper outlines specific individual and social mechanisms through which firms acquire new knowledge when moving across borders and embed themselves into a new socio‐cultural market domain. Research limitations/implications The argument is theoretical in nature and has particular implications for future empirical research, which may investigate the specific social learning mechanisms of the internationalizing firm in particular professional service industries and cultural settings. Originality/value The application of a constructivist theory of learning to the internationalization of professional service firms is unique until now to the research field.
Tập 18 Số 2 - Trang 140-151 - 2007
Leveraging technology to improve field service The primary objective of this paper is to propose a theoretical framework for assessing the role and influence of technology in creating an effective field service organization. We examine the role of technology in the context of managing relationships among the company, its employees and customers. Using the analogy of a country managing its foreign affairs, we suggest that consistent and concurrent attention to carrying out Diplomacy, Preparedness and Engagement responsibilities with the aid of Technology (DPEAT) would result in superior service outcomes. We illustrate implementing our framework in a field service organization and use a published case study to demonstrate the application of our model.
Tập 13 Số 1 - Trang 47-68 - 2002
Leveraging the potential of process technology through workflow scheduling The paper proposes that improvements in the productivity of process technology can be achieved by analyzing and instituting changes in the rules and methods through which work is organized. The implementation of information‐based process technology in a bank’s check processing system provides the context for the study. A simulation approach is used to assess the benefits of introducing alternative workflow scheduling rules after implementation of the new technology. Results from a hypothetical setting, using data from an actual check processing center, demonstrate the cost advantages of introducing a priority‐based scheduling rule. The implications and problems associated with practical implementation are discussed.
Tập 13 Số 1 - Trang 7-28 - 2002
Developing a framework for rewards in combined production/service businesses Examines monetary rewards in businesses that combine technical and functional aspects of service. Focusing on the restaurant industry, develops a framework that explains tipping as a reward for the two service dimensions. The technical elements of service are rewarded by dollar tip and the functional elements of service are rewarded by percent tip. An overlap between technical and functional elements results in a conflict between dollar tip and percent tip and, it is suggested, result in a magnitude effect. The framework was tested empirically in a sample of restaurants. The findings indicated that customers' evaluation of the service interaction can be summarized by four main components. Multiple regressions provide initial support to the framework, tying the technical elements to dollar tip and functional elements to percent tip.
Tập 15 Số 5 - Trang 444-459 - 2004
Operational loss and new service design Purpose The understanding of operational failure (or loss generally) and its role as an imperative for service design is underdeveloped. This paper investigates external and internal loss categories (such as market failure, and unexploited resource development) and their relationship to the loss response; specifically, reactions to loss in the form of ex post loss control via new service design (NSD). Design/methodology/approach The investigation consists of complimentary theoretical and empirical dimensions and includes the analysis of five service design cases. This analysis deploys a model based upon the extant service design and innovation, resource‐based view and operational risk literatures. Findings The findings question the universal applicability of extant normative and descriptive models of service design. After arguing that their use should be limited to specific contexts, the paper proposes a new, more general conception of service design modes. Originality/value The paper comments on patterns of service design practice not discussed previously. It highlights some dangers inherent in following conventional prescription on design processes, illustrates a positive role for loss in design, and proposes new frameworks for NSD that accommodate loss as a contributor to the process.
Tập 16 Số 5 - Trang 455-479 - 2005