کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
1015239 | 939730 | 2007 | 14 صفحه PDF | دانلود رایگان |
![عکس صفحه اول مقاله: New Service Development: From Panoramas to Precision New Service Development: From Panoramas to Precision](/preview/png/1015239.png)
New service development (NSD) is essential if organisations are to survive and grow. Yet the process can be complex, time consuming, costly and often unsuccessful. Services involve customers as co-producers i.e. they are present in the service system/production process. Consequently effective NSD focuses on designing service prerequisites that meet consumer needs and requirements. Additionally, other stakeholder groups may have their own expectations of the service. A number of models/approaches have been developed, however, which can assist managers and others in developing new and improved services. This paper argues that a panoramic, or holistic, approach to NSD and a high level of precision at the micro level, will combine to provide a more successful service design and NSD process. Five models from the new product/service development literature are used to illustrate how the approach can be applied to a complex multi-faceted service such as a hospital.
Journal: European Management Journal - Volume 25, Issue 5, October 2007, Pages 370–383