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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.

Involving Customers in New Service Development

Involving Customers in New Service Development Author Bo Edvardsson
ISBN-10 9781860948893
Release 2006
Pages 323
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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.

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.

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.

Design for Six Sigma

Design for Six Sigma Author Matteo Campanerut
ISBN-10 OCLC:955751042
Release 2011
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Design for Six Sigma has been writing in one form or another for most of life. You can find so many inspiration from Design for Six Sigma also informative, and entertaining. Click DOWNLOAD or Read Online button to get full Design for Six Sigma book for free.

New Service Development in Order to Increase Customer Loyalty and to Differentiate from Competitors

New Service Development in Order to Increase Customer Loyalty and to Differentiate from Competitors Author S. Kuylman
ISBN-10 OCLC:989569851
Release 2005
Pages 105
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New Service Development in Order to Increase Customer Loyalty and to Differentiate from Competitors has been writing in one form or another for most of life. You can find so many inspiration from New Service Development in Order to Increase Customer Loyalty and to Differentiate from Competitors also informative, and entertaining. Click DOWNLOAD or Read Online button to get full New Service Development in Order to Increase Customer Loyalty and to Differentiate from Competitors book for free.

Mobile Service Innovation and Business Models

Mobile Service Innovation and Business Models Author Harry Bouwman
ISBN-10 9783540792383
Release 2008-05-27
Pages 327
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Modern economies depend on innovation in services for their future growth. Service innovation increasingly depends on information technology and digitization of information processes. Designing new services is a complex matter, since collaboration with other companies and organizations is necessary. Service innovation is directly related to business models that support these services, i.e. services can only be successful in the long run with a viable business model that creates value for its customers and providers. This book presents a theoretically grounded yet practical approach to designing viable business models for electronic services, including mobile ones, i.e. the STOF model and – based on it – the STOF method. The STOF model provides a ‘holistic’ view on business models with four interrelated perspectives, i.e., Service, Technology, Organization and Finance. It elaborates on critical design issues that ultimately shape the business model and drive its viability.

Service Innovation

Service Innovation Author Joseph Tidd
ISBN-10 1848161301
Release 2003
Pages 437
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In the most advanced service economies, services create up to three-quarters of the wealth and 85% of employment, and yet we know relatively little about managing innovation in this sector. The critical role of services, in the broadest sense, has long been recognized, but is still not well understood. Most research and management prescriptions have been based on the experience of manufacturing and high technology sectors. There is a clear need to distinguish which, if any, of what we know about managing innovation in manufacturing is applicable to services, what must be adapted, and what is distinct and different. Such is the goal of this book. This unique collection brings together the latest academic research and management practice on innovation in services, and identifies a range of successful organizational responses to current technological opportunities and market imperatives. The contributors include leading researchers, consultants and practitioners in the field, who provide rigorous yet practical insights into managing and organizing innovation in services. Two themes help to integrate the contributions in this book: . OCo That generic good practices exist in the management and organization of innovation in services, which the authors seek to identify, but that these must be adapted to different contexts, specifically the scale and complexity of the tasks, the degree of customization of the offerings, and the uncertainty of the environment. OCo That innovation in services is much more than the application of information technology (IT). In fact, the disappointing returns to IT investments in services have resulted in a widespread debate about the causes and potential solutions OCo the so-called OC productivity paradoxOCO in services. Instead here the authors adopt a broader notion of innovation, including technological, organizational and market change. The key is to match the configuration of organization and technology to the specific market environment. Sample Chapter(s). Introduction (35 KB). Chapter 1: Managing Service Innovation: Variations of Best Practice (490 KB). Contents: Conceptual and Analytical Frameworks for Service Innovation: Services and the Knowledge-Based Economy (I Miles); Service Innovation: Aiming to Win (T Clayton); Sector and National Studies of Innovation in Services: Innovation in Healthcare Delivery (D J Bower); Product Development in Financial Services: Picking the Right Leader for Success (E Chortatsiani); Applying Innovation Management Good Practice to Services: A Composite Framework of Product Development and Delivery Effectiveness in Services (F M Hull & J Tidd); Product Development in Service Enterprises: Case Studies of Good Practice (F M Hull); and other articles. Readership: Graduate students and researchers in management programs; managers."

Customer Value Creation Behavior

Customer Value Creation Behavior Author Youjae Yi
ISBN-10 9781317676614
Release 2014-04-24
Pages 224
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We all live in a service-based economy right now, and the role of customers has changed from passive buyers to active value creators. Customers are actively engaged in the value creation process, and customer value creation behavior has become an essential phenomenon. For the competitive advantage of the firm, employees need to change from exclusive service providers to value facilitators. Firms must now change their paradigm from treating customers as mere buyers to engaging customers as value creators. This book sheds insight into the essentiality of understanding customer value creation behavior for enhancing firm performance. This book is also a comprehensive reference critically analyzing the current state of customer value creation behavior. It covers theoretical foundations, measurement, antecedents and consequences of customer value creation behavior, in addition to applications in specific and various contexts. The book also highlights the importance of understanding the dimensional structure of customer value creation behaviour for accurate results of empirical research. In addition, the book also examines customer value destruction behavior or dysfunctional customer behavior. This book challenges the conventional belief that handling customer complaints equates with handling dysfunctional customer behavior and provides useful insights for handling employees and customers.

Introduction to Product Service System Design

Introduction to Product Service System Design Author Tomohiko Sakao
ISBN-10 1848829094
Release 2009-11-27
Pages 279
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"Introduction to Product/Service-System Design" contains a collection of practical examples demonstrating how to design a PSS in industry. These recent examples are the results of applying various theories developed in different countries and therefore accommodating diverse cultural differences. Providing a useful overall guide to the state of the art in theory and practice, each chapter covers the cutting edge of a different methodology or practice. The book’s focus on design is also evident in the discussion of how to anticipate and utilize the various dynamics within each dimension. "Introduction to Product/Service-System Design" will help improve working processes and inspire creative thinking for the wide range of people involved in designing a PSS: designers, marketing professionals, sales staff, production engineers, and service engineers. It can also serve as a reference book for university students on advanced courses.

Tool Supported Innovation Management in Service Ecosystems

Tool Supported Innovation Management in Service Ecosystems Author Christoph Riedl
ISBN-10 3834968021
Release 2011-07-14
Pages 311
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Christoph Riedl elaborates conceptual solutions and tool support for networked environments. The author draws on the fields of new service development and open innovation, in particular building on online communities. Based on the design science paradigm, the author offers guidelines how tool support for online innovation communities can be developed.

Innovation Management and New Product Development

Innovation Management and New Product Development Author Paul Trott
ISBN-10 0273713159
Release 2008
Pages 581
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Written in an accessible style, this fourth edition brings a change in structure to clearly set out three key areas for the student: Innovation management, managing technology and knowledge and new product development.

Handbook of Service Marketing Research

Handbook of Service Marketing Research Author Roland T. Rust
ISBN-10 9780857938855
Release 2014-02-28
Pages 640
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The Handbook of Service Marketing Research brings together an all-star team of leading researchers in service marketing to explore many of the hottest topics in service marketing today. Cutting-edge topics include: customer relationships and loy

New Service Development Maturity Model

New Service Development Maturity Model Author
ISBN-10 OCLC:1014417902
Release 2014
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TitleAbstract/titlePurpose– The purpose of this paper is to rigorously devise a new tool that helps analyze and improve NSD processes.Design/methodology/approach– An NSD maturity model (NSDMM) is theoretically developed through a combination of the maturity model concept and findings from NSD success studies.Findings– NSD success factors can be categorized into four management processes – strategy management, process formalization, knowledge management, and customer involvement. Maturity dimensions and levels are further devised for each process. It is hypothesized that a higher capability to handle these processes positively associates with higher NSD performance.Research limitations/implications– Studies on NSD success factors are often descriptive rather than prescriptive. This research identified four management processes which are important to focus on when implementing NSD projects. It is among the first to apply the maturity model in the service industry. That said, this research needs to be tested empirically.Practical implications– The proposed NSDMM enables companies to conduct evaluations of their NSD capabilities. By determining the desired maturity levels, companies can engage in continuous improvement so as to calibrate the NSD process.Originality/value– By integrating the concept of the maturity model and the NSD success studies, NSDMM serves not only as a diagnostic model to assess current NSD practices, but also as a guideline for continuous NSD process improvement.

Lean Enterprise Software and Systems

Lean Enterprise Software and Systems Author Brian Fitzgerald
ISBN-10 9783642449307
Release 2013-11-26
Pages 219
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This book contains the refereed proceedings of the 4th International Conference on Lean Enterprise Software and Systems, LESS 2013, held in Galway, Ireland, in December 2013. LESS fosters interactions between practitioners and researchers by joining the lean product development and the agile software development communities in a highly collaborative environment. Each year, the program combines novelties and recent research results that make new ideas thrive during and after the conference. This year, the conference agenda was expanded to incorporate topics such as portfolio management, open innovation and enterprise transformation. The 14 papers selected for this book represent a diverse range of experiences, studies and theoretical achievements. They are organized in four sections on lean software development, quality and performance, case studies and emerging developments.

Trends and Research in the Decision Sciences

Trends and Research in the Decision Sciences Author Decision Sciences Institute
ISBN-10 9780133925531
Release 2014-12-24
Pages 400
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Decision science offers powerful insights and techniques that help people make better decisions to improve business and society. This new volume brings together the peer-reviewed papers that have been chosen as the "best of the best" by the field's leading organization, the Decision Sciences Institute. These papers, authored by respected decision science researchers and academics from around the world, will be presented at DSI's 45th Annual Meeting in Tampa, Florida in November 2014. The first book of papers ever assembled by DSI, this volume describes recent methods and approaches in the decision sciences, with a special focus on how accelerating technological innovation is driving change in the ways organizations and individuals make decisions. These papers offer actionable insights for decision-makers of all kinds, in business, public policy, non-profit organizations, and beyond. They also point to new research directions for academic researchers in decision science worldwide.

Service Leadership

Service Leadership Author Svafa Gronfeldt
ISBN-10 9781452279121
Release 2005-11-30
Pages 336
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The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.