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New Service Development

New Service Development Author James Fitzsimmons
ISBN-10 076191742X
Release 2000
Pages 328
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This is the first book to address the topic of new service development for the evolving experience economy. It draws upon the expertise of internationally recognized authors and covers topics in service innovation, process design, and implementation. Contributors from the fields of operations management, marketing, marketing information technology, and organizational behaviour explore the issues that service firms must address to sustain advantage in the new experience economy.

New Service Development

New Service Development Author James Fitzsimmons
ISBN-10 9781452221793
Release 1999-11-12
Pages 344
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This is the first book to address the topic of new service development for the evolving experience economy. It draws upon the expertise of internationally recognized authors and covers topics in service innovation, process design, and implementation. Contributors from the fields of operations management, marketing, marketing information technology, and organizational behaviour explore the issues that service firms must address to sustain advantage in the new experience economy.

New Service Development

New Service Development Author James Fitzsimmons
ISBN-10 UCSC:32106015578377
Release 2000
Pages 328
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This is the first book to address the topic of new service development for the evolving experience economy. It draws upon the expertise of internationally recognized authors and covers topics in service innovation, process design, and implementation. Contributors from the fields of operations management, marketing, marketing information technology, and organizational behaviour explore the issues that service firms must address to sustain advantage in the new experience economy.

Involving Customers in New Service Development

Involving Customers in New Service Development Author Bo Edvardsson
ISBN-10 9781908979773
Release 2006-10-13
Pages 332
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This book deals with how companies can involve customers or users in order to learn with them in the field of service-based business development. It presents a variety of customer-involvement approaches, methods for learning with customers, and the results of case studies conducted in both service and manufacturing companies focusing on value-creation through services. Based on research carried out by several research groups around the world, as well as on illustrative cases, the book creates new actionable knowledge regarding customer-involvement which will be useful for both practitioners and scholars. Benefits for readers include: an understanding of the business potential of learning with customers and other users; an overview of the fields of new service development and customer-involvement with regard to concepts, theoretical frameworks, and models, in addition to strategies and techniques for involving users in fruitful ways during the innovation process; an illustration of the cases based on the results of empirical studies; and managerial implications and guidelines regarding how to manage customer-involvement during the different phases of the new service and business development process. Contents:Process of Customer Interaction in New Service Development (I Alam)The Role of the Customer in the Development Process (B Sandén et al.)Customers as Co-Innovators: An Initial Exploration of Its Strategic Importance (U Mannervik & R Ramirez)Customer-to-Customer Interaction in Service Development: A Many-to-Many Approach (E Gummesson)New Service Development: Learning from and with Customers (B Sandén et al.)Managing Ideas that are Unthinkable in Advance: A Matter of How and Where You Ask (P Kristensson)Learning from Experiments Involving Users in Service Innovation (P R Magnusson)Customer Involvement — Lessons Learned: A Study of Three Customer Involvement Projects at Volvo Cars (F Dahlsten)Service Encounter Analysis Based on Customer Retrospection (P Echeverri)How to Better Learn from Users (H Björkman)Video-Based Methodology: Capturing Real-Time Perceptions of Customer Processes (P Echeverri)Customer-Oriented Service Engineering as a Success Factor — Findings of Case Studies of Customer Integration in the Service Development Process (R Nägele)Service Innovation, User Involvement and Intellectual Property Management (C Hipp & C Herstatt)Customer and Supplier Involvement in New Service Development (F Hull et al.) Readership: Researchers and professionals in the fields of marketing, business development, strategy as well as service and product development. Suitable as a textbook for postgraduate courses like quality management, marketing, service management, operations management, and product management. Keywords:Customer Involvement;User Involvement;Service Development;Product Development;Innovation;Understanding CustomersKey Features:Several internationally-distinguished scholars present their latest findings concerning customer-involvementProvides readers with useful presentation and explanation of theories, augmented by illustrative examplesReviews:“This is a comprehensive text that addresses competently the general lack of knowledge regarding new service development and the different tools and approaches required … it is a high value resource for most in the NPD field interested in either new service development or even co-creation with customers applied to either products or services.”Journal of Product Innovation Management

Customer Involvement in New Service Development

Customer Involvement in New Service Development Author Mathies Pohl
ISBN-10 9783638589192
Release 2007-01-07
Pages 25
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Seminar paper from the year 2006 in the subject Business economics - General, grade: 1,3, European Business School - International University Schloß Reichartshausen Oestrich-Winkel, course: Seminar Wintersemester 2006, 50 entries in the bibliography, language: English, abstract: “There are three kinds of companies; those that simply ask customers what they want and end up as perpetual followers; those that succeed for a time in pushing customers in directions they do not want to go; and those that lead customers where they want to go before customers know it themselves” The perception of the customer in business has changed in the course of history, from a mere passive buyer and price taker to an active and vital participant in the market. Today consumers have access to a variety of information about companies and their products, therefore companies need to center their activities on this important market participant. Companies must take advantage of this development and include customers throughout their business model. Leading customers refers to discovering their current and future needs and engaging in joint activities. In the light of this, it is no longer enough to simply use marketing to create interest in the company and to built reputation; consumers have to be involved from the beginning of the process on, i.e. the innovation of new products and services. Therefore, companies face the challenge of creatinge an interface to their customer, thus enabling customers to shape products ac-cording to their needs. While possibilities of consumer involvement in new product development have received a lot of attention6, the opposite has to be said concerning new service development. This is surprising since in services the customer himself is an important part of the service delivery and thus is of great importance. Therefore, this paper aims at investigating the importance of customer involvement and the role customers can play in new service development as well as why and how a com-pany can benefit from this procedure.

Co Creation Innovation and New Service Development

Co Creation  Innovation and New Service Development Author Jedrzej Czarnota
ISBN-10 9781351795418
Release 2017-12-22
Pages 228
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Involving customers in the development and production of new services becomes a powerful force across many creative industries. Customers can directly supply the firm with innovative ideas, provide skilled labour, and act as a powerful force in marketing. Firms across the world, as they seek to innovate and to better respond to market needs, begin to recognize the benefits stemming from customers’ involvement in their operations. Co-creation also becomes more prevalent as customers begin to expect it from firms – seeking to influence their favourite services or products, and to have them better tailored to their needs. Nevertheless, empowering the customers and involving them in the internal affairs of a firm is both difficult and risky. Despite co-creation becoming increasingly important to firms, very few accounts of it exist and many firms fail. Therefore, to navigate those straits, and to reap the benefits of co-creation, requires knowledge and more complete understanding of socio-cultural forces underpinning it. By studying a wide array of videogames firms in the USA and Europe, this book provides a unique insight into co-creation. It builds on the existing theories to provide unified framework for understanding co-creation in creative industries and other sectors. It combines insights from the dynamics of customer communities, with firm’s perspective on innovation management and organizational transformation. The book offers highly detailed insights into the industry, which is at the forefront of co-creation. Furthermore, it sheds new light on the videogames firms and their operations and is therefore ideally designed for researchers, educators, and students alike in the fields of knowledge management, innovation management, firm strategy, organization studies and creativity management.

New Service Development

New Service Development Author Doreen Kupke
ISBN-10 3656383731
Release 2013-09
Pages 20
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Seminar paper from the year 2012 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 2,3, Karlstad University, course: New Service Development, language: English, abstract: Table of Content (I) List of Figures and Tables2 1. Introduction3 1.1 Background and Purpose3 1.2 Aim3 1.3 Methodology3 2. Authors Process Steps4 3. Description of the Concept Finding for ICA5 3.1 Service Maintenance6 3.2 Improve Service Performance7 3.3 Service Innovation8 3.4 Description of the Innovations used for a New ICA Concept9 3.4.1 Improvement of the Package9 3.4.2 Customer Roles and Interaction9 4. Strategy Description for ICA11 4.1 The Product Journey11 4.2 Customer Involvement12 4.3 Summarization of the Strategy14 5. Conclusion15 (II) References16 The challenge which many companies have to face nowadays is to stay competitive at the market. According to Gustafsson and Johnson (2003), New Service Development can be used to achieve a competitive advantage and compete through services. Thereby, the term of New Service Development (abbreviated as NSD) gets into focus of companies to emphasize their own offerings of those from their competitors. The question remains what steps are involved in the process of NSD and how companies can achieve a successful service development. One major influence within NSD is the customer and their knowledge provided for firms. Customer involvement in the different service development steps of a company belongs nowadays to the day-to-day business of many companies and provide customer focused products remains a crucial part of this. (Alam, 2006) Within this report the change process of a supermarket (ICA) from a normal good-dominant grocery store to a more service-dominant business is lined out. The dy-namic process of NSD is described via own product experiences combined with NSD theories. The last step is the strategy development for ICA. The strategy aims to achieve a

New Business for Old Europe

New Business for Old Europe Author Arnold Tukker
ISBN-10 9781351280594
Release 2017-09-29
Pages 479
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Selling products used to be the standard way of doing business. Traditionally, it is left to the user to transform the purchase of a product into something that fulfils effectively a final-user need. Today, two streams of research – business management and sustainability – normally with very distinct perspectives on the world, have surprisingly converged to form a common conclusion: selling products is old-fashioned business. Companies should switch their focus to selling need fulfilment, satisfaction, or experiences. Or, in other words, selling integrated solutions or product-services. The business management literature argues that, by focusing on the integrated, final-client needs, and delivering integrated solutions fulfilling these needs, companies will be able to improve their position in the value chain, enhance added value of their offering, and improve their innovation potential. In a business world where many products are becoming equally well-performing commodities, this strategy is one of the ways to avoid a sheer competition on price – a type of competition that Europe never can win with emerging and low-cost economies such as China. In that sense, product-services can mean new business for old Europe. The sustainability knowledge stream argues that need-focused solutions could be inherently more sustainable than products. Product-services could offer the value of use instead of the product itself and decrease the environmental load in two ways. First, companies offering the service would have all the incentives to make the (product-)system efficient, as they get paid by the result. Second, consumers would be encouraged to alter their behaviour as they gain insight into all the costs involved with the use. Until today, the connections and interchange between the two research streams have been quite limited. The question of whether product-services truly are the avenue to a sustainable world is still under discussion. This book aims to develop a systematic view on this issue. The potential of product-services to enhance competitiveness and contribute to sustainable development prompted the EU to invest heavily in the theme under the EU's 5th Framework Programme (FP5; 1997-2002). A variety of research and development projects in the field were supported under the umbrella of the Sustainable Product Development Network (SusProNet). These included MEPSS (Methodology Product Service Systems); Home Services; HiCS (Highly Customerised Solutions); Prosecco (Product-Service Co-design); and Innopse (Innovation Studio and exemplary developments for Product-Service). The projects were undertaken by a mix of European research institutions and companies including Orange, Philips and Nokia. Some of these projects focused on developing methods that could help industries change their output from a product to a service. Others focused on the development of new product-services or solutions (HiCS, Prosecco, Innopse), and yet others tried to analyze under which circumstances product-services are likely to be implemented and accepted by consumers (Home Services). One project focused on dissemination of the concept to SMEs (Lean Services). Other projects focused purely on new product-service development, such as Brainfridge (an intelligent fridge managing its supply chain), ASP-NET (application service providers), Protex (intelligent enzymes) and IPSCON (receivers for wireless telephones). New Business for Old Europe brings together the key outputs from all of these groups to present a state-of-the-art collection on product-service development, prospects and implications for competitiveness and sustainability. The book has a number of aims. First, it attempts to bridge the gap between business and sustainability literature to lead to a better-founded understanding of the business drivers for embarking on product-service development, and its relation with sustainability and competitiveness. Second, the book reviews the large amount of studies that have developed toolkits, methods and approaches that can support marketers, product developers and strategists in business to develop product-services, selects the best-practice approaches and analyses any gaps. Third, the book examines what opportunities there are for product-service development in a variety of key areas including base materials, information and communication technologies, offices, food and households. Each chapter in this section discusses the area, developments that will stimulate or hinder the market opportunities for product-services, product-service examples, and typical implementation challenges for product-services in that area. These chapters serve as a quick introduction for companies interested in developing product-services in a specific area. Fourth, the book translates all the lessons into suggested approaches for product-service development by companies. Annexes include a lightweight "product-service development manual" and an alphabetical list of useful underlying tools.

Managing Product and Service Development Text and Cases

Managing Product and Service Development  Text and Cases Author Stefan Thomke
ISBN-10 0073023019
Release 2006-01-27
Pages 592
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This text offers a new option for instructors interested in emphasizing a balance between products and services. Managing Product and Service Development is about the managerial aspects critical to conceiving, designing, and developing innovative products and services. The course exposes students to some of the best management practices, tools, and frameworks known today, and introduces new approaches that hold promise for the future. Many texts are either aimed at engineering or marketing specialists and do not adequately address the often difficult general management issues that arise in complex development project. This book does not require training or experience in a technical field but addresses the role of new technologies in product development. In this text students learn about innovation through exploration. All the material has been developed and tested in the MBA and executive education classroom at Harvard Business School. The Instructor’s Manual (IM), as only part of this text’s proven teaching materials, describes an optional student project that complements in-class sessions.

Developing New Products and Services

Developing New Products and Services Author Lawrence Sanders
ISBN-10 9781606492420
Release 2011-10-14
Pages 340
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This book will focus on the up-front activities required for product and service differentiation, the learning methodologies that contribute to arriving at that differentiation, and the role that technology plays in implementing the process. The book will show how technology factors into such entrepreneurial activities as engaging in business planning and utilizing creativity and innovation, and how creative innovation, in turn, is achieved and enhanced through an understanding of two different modes of learning: "learning about" and "learning by doing". A successful product introduction depends on an efficient supply chain, a strong brand, and the ability of a manufacturer or provider to differentiate it successfully in the marketplace. New Product and Services Development demonstrates how differentiation, this last critical component, can be secured by the strategic use of technology and by engaging in two key learning methodologies.

Quality of Service

Quality of Service Author Bo Edvardsson
ISBN-10 PSU:000024579865
Release 1994-01-01
Pages 293
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What does TQM in service really mean? This text focuses on customer orientation as the key to successful business operations. By drawing on work with leading companies world-wide, the authors describe current methods, including a model for customer-service development and service design. Key topics include leadership, quality improvement and assessment, complaint management and customer care. The practical nature of the text is enhanced by the inclusion of models for crisis management and examples from both private- and public-sector companies.

Kansei Innovation

Kansei Innovation Author Mitsuo Nagamachi
ISBN-10 9781498706834
Release 2015-02-02
Pages 129
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Developed in the early 70s in Japan, the Kansei Engineering (KE) method gives you the tools to develop profitable and well-received products and services. Written by the founder of KE, MitsuoNagamachi, and co-authored by one of his proteges, Anitawati Mohd Lokman, Kansei Innovation: Practical Design Applications for Product and Service Development shows you how to nurture Kansei, develop the skill in observing people, and apply that skill to the development and design of products. In this book, Nagamachi shares his 50 years of experiences in enterprise guidance and product development, including examples of exceptional service innovation at companies such as Nissan Motor, Mazda, Toyota, Volvo, Fuji Heavy Industries, Mitsubishi Electric, Tenmaya Department Stores, Seibu Department Stores, Suntory, NEC, Sharp, Komatsu, Wacoal Corporation, Matsushita Electric Works (now Panasonic Electric Works), Boeing, and many more. These stories may surprise you when you learn about the new development of certain products that you already use. The book includes coverage of ergonomic and KE methods for studying human Kansei in product development and job improvement as well as discussion of how to use these methods for innovation in work improvement and activate KE for product development. It gives you a reliable instrument for predicting the reception of a product on the market before the development costs become too large. And, in the end, you will understand how Kansei—a seemingly dubious presence—is processed scientifically and able to have multilateral applications.

The Influence of Product Design Practices on New Service Development Analysis of Selected Manufacturing Firms

The Influence of Product Design Practices on New Service Development  Analysis of Selected Manufacturing Firms Author
ISBN-10 OCLC:1032192802
Release 2018
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Abstract : This article investigates the influence of product design practices on new service development processes of manufacturers that are moving toward service provision using a multiple case study conducted with four companies. Technological developments, a competitive business environment, and diverse customer demands have forced manufacturing firms to pursue growth strategies through new service development. On the other hand, studies on design, particularly the interplay between product design and new service development processes, in this shift are scant. This is significant because a manufacturer's transition from only selling products toward delivering services requires the simultaneous management of practices that reflect their histories of product design and processes that comprise service design and development. As a result of the analysis, three themes emerged regarding the influence of product design practices on new service development within the context of manufacturing: (1) accumulation of product design expertise, (2) increased customer loyalty through high‐quality products, and (3) design problems as tools for fostering innovation culture. Each theme is thoroughly discussed with examples from the case study companies. Consequently, this article highlights the interplay between product and service design processes and provides insights on how established product design practices would assist a manufacturer in service provision.

Design for Six Sigma in Product and Service Development

Design for Six Sigma in Product and Service Development Author Elizabeth A. Cudney
ISBN-10 9781439866405
Release 2016-04-19
Pages 444
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Real-world examples and hands-on experience are invaluable resources when learning how to use new methods and tools, whether in training or in a classroom. Yet there are very few books on Design for Six Sigma (DFSS) that provide the practical knowledge required to be up and running quickly. Until now. Design for Six Sigma in Product and Service Development: Applications and Case Studies provides step-by-step analysis and practical guidance on how to apply DFSS in product and service development. The book discusses the DFSS roadmap and how it is linked to methodologies, including organizational leadership, product development, system integration, critical parameter management, voice of the customer, quality function deployment, and concept generation. The chapter authors provide real-world case studies that demonstrate how the application of DFSS has significantly improved meeting customer requirements. They follow the Identify-Define-Design-Optimize-Validate (IDDOV) structure for new product or service development. Examples of tools covered include Quality Function Deployment, Voice of the Customer, Pugh Concept Selection, Ideal Function, Failure Modes and Effects Analysis, Reliability, Measurement Systems Analysis, Regression Analysis, and Capability Studies, among others. Clearly outlining the tools and how to integrate them for robust product and service design, the case studies can be used by industry professionals and academics to learn how to apply DFSS. The book gives you hands-on experience in a safe environment, where experienced Black Belts and Master Black Belts act as mentors and prepare you to touch actual data and make decisions when embarking on real-world projects. Even after you’ve mastered the techniques, the breadth and depth of coverage contained in this book will make it a vital part of your toolkit.

Agile Service Development

Agile Service Development Author Marc Lankhorst
ISBN-10 9783642281884
Release 2012-04-23
Pages 204
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Economies around the globe have evolved into being largely service-oriented economies. Consumers no longer just want a printer or a car, they rather ask for a printing service or a mobility service. In addition, service-oriented organizations increasingly exploit new devices, technologies and infrastructures. Agility is the ability to deal with such changing requirements and environments. Agile ways of working embrace change as a positive force and harness it to the organization's competitive advantage. The approach described in this book focuses on the notion of a service as a piece of functionality that offers value to its customers. Instead of solely looking at agility in the context of system or software development, agility is approached in a broader context. The authors illustrate three kinds of agility that can be found in an agile enterprise: business, process and system agility. These three types of agility reinforce each other and establish the foundation for the agile enterprise. Architecture, patterns, models, and all of the best practices in system development contribute to agile service development and building agile applications. This book addresses two audiences. On the one hand, it aims at agile and architecture practitioners who are looking for more agile ways of working in designing and building business services or who are interested in extending and improving their agile methods by using models and model-based architectures. On the other hand, it addresses students of (enterprise) architecture and software development or service science courses, both in computer science and in business administration.

Moving Towards a New Service Development NSD Framework for Sustainable Financial Service Offerings for the Second Economy

Moving Towards a New Service Development  NSD  Framework for Sustainable Financial Service Offerings for the Second Economy Author Prithesh Ragoobeer
ISBN-10 OCLC:956374446
Release 2013
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In South Africa the second economy continues to be marginalised in certain areas. This marginalisation exacerbates disparities in wealth. These ills have to be reduced for South Africa to prosper. A key driver for poverty reduction is ensuring all folds of society contribute to economic activity and are included within financial systems. A fundamental step in the process is for organisations to provision financial service offerings for the second economy. Whilst this has occurred, the majority of offerings have failed or have been met with limited success. There is a requirement to understand the customer and their needs hence providing a framework with which an organisation can create sustainable offerings for the second economy. Semi-structured interviews were conducted with twelve experts in financial service organisations. These persons had various roles from product managers to managing directors. The respondents hailed from research and non-governmental organisations. Using content and thematic analysis the researcher analysed data from the interviews. This data was used to transform a de jure new service development (NSD) framework created from the literature to a de facto NSD framework. This framework encompasses critical success factors and criteria required for sustainable offer development in South Africa. The research highlighted financial services organisations are not performing the basic processes and those performed, are performed ineptly. There is a dire need for a mind shift change, currently hindered by industry arrogance, to effect new process, to effect radical innovation, to effect new business models, to create sustainable service offerings for the second economy. Finally it's evident a tool such as the de facto NSD framework, or similar, is essential in organisations to start perpetuating this change and supporting leaders in this drive.

Developing New Services

Developing New Services Author Caroline M. Fisher
ISBN-10 0873895851
Release 2003-01-01
Pages 216
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The voice of the customer has long been recognized as an important driver for successful businesses. Likewise, there is a great deal of information on the benefits of quality function deployment and how it can revitalize an organization. But little has been written that connects the two together effectively to create a full understanding and show a process for effectively integrating the two disciplines. This is the focus of Developing New Services: Incorporating the Voice of the Customer into Strategic Service Development, which explains how to incorporate the voice of the customer into product and service development and uses the results to guide strategic planning for the organization. the book focuses on the service industries, providing expert examples from a variety of businesses such as healthcare, government, banking, education, and the hospitality industries. the authorse experience as seasoned consultants and instructors is evident in the many real-world examples, exercises, and figures. Developing New Services is ideal for managers who are responsible for developing and improving services, and is also an ideal textbook for management students.