Evaluation of composition suitability of the model for new service development
Abstract
As more and more attention is paid to the formation of models of new service development, it is noticed that the compositions of a new model are usually based only on examples of previous models that were presented in the scientific literature. Although the practical application of the proposed models in any organizational condition is often verified by empirical studies, the revisions of the validity of model compositions are still quite fragmented. The lack of such research does not give the possibility for any further improvement of the model or elimination of the revealed shortcomings and it makes the proper preparation for testing the proposed model in a company complicated. In order to evaluate the suitability of the composition of the newly formed model of service development in the conditions of modern service companies, an empirical evaluation was performed by using the methods of abstraction, comparative analysis, synthesis, and expert survey. According to the results of the research, the suggestions for the improvement of the new service development model were made and guidelines for further research were formulated.
Keyword : expert evaluation, empirical evaluation, comparative analysis, model, new service development, service, suitability assessment, NSD, composition, model improvement
How to Cite
Skačkauskienė, I., & Švogžlys, P. (2021). Evaluation of composition suitability of the model for new service development. Journal of Business Economics and Management, 22(4), 847-866. https://doi.org/10.3846/jbem.2021.14589
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
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Libby, R., & Blashfield, R. K. (1978). Performance of a composite as a function of the number of judges. Organizational Behavior & Human Performance, 21(2), 121–129. https://doi.org/10.1016/0030-5073(78)90044-2
Lietuvos bankas. (2020). Paslaugų eksportas ir importas pagal paslaugos rūšį ir šalį. https://www.lb.lt/lt/paslaugu-eksportas-ir-importas-pagal-paslaugos-rusi-ir-sali
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Pridotkienė, J., & Pridotkas, R. (2012). Reikšmingų nefinansinių rodiklių nustatymas vertinant eksporto prekinio kredito riziką. Economics and Management, 17(3), 1016–1020. https://doi.org/10.5755/j01.em.17.3.2112
Rapaccini, M., Saccani, N., Pezzotta, G., Burger, T., & Ganz, W. (2013). Service development in productservice systems: A maturity model. The Service Industries Journal, 33(3–4), 300–319. https://doi.org/10.1080/02642069.2013.747513
Reinoso, M., Lersviriyajitt, S., Khan, N., Choonthian, W., & Laosiripornwattana, P. (2009). New service development: Linking resources, processes, and the customer. In PICMET 2009 Proceedings (pp. 2921–2932). IEEE Publishing. https://doi.org/10.1109/PICMET.2009.5261784
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Santana, F. E., Cardoso, C. C., Ferreira, M. G. G., Catapan, M. F., Montanha, I. R., & Forcellini, A. F. (2018). Towards a more inclusive service development process for the wider population. Design Studies, 55, 146–173. https://doi.org/10.1016/j.destud.2017.10.003
Santos, J. B., & Spring, M. (2013). New service development: Managing the dynamic between services and operations resources. International Journal of Operations and Production Management, 33(7), 800–827. https://doi.org/10.1108/IJOPM-12-2012-0559
Scheuing, E. E, & Johnson, E. M. (1989). A proposed model for new service development. Journal of Services Marketing, 3(2), 25–34. https://doi.org/10.1108/EUM0000000002484
Shekar, A. (2007). An innovative model of service development: A process guide for service managers. The Innovation Journal: The Public Sector Innovation Journal, 12(1), 1–18.
Skačkauskienė, I., Švogžlys, P., & Lemańska-Majdzik, A. (2019). Formation of a conceptual model for new services. Polish Journal of Management Studies, 19(2), 374–384. https://doi.org/10.17512/pjms.2019.19.2.32
Stevens, E., & Dimitriadis, S. (2005). Managing the new service development process: Towards a systemic model. European Journal of Marketing, 39(1/2), 175–198. https://doi.org/10.1108/03090560510572070
Šateikienė, D., Janutienė, J., Bogdevičius, M., & Mickevičienė, R. (2015). Analysis into the selection of ballast water treatment system. Transport, 30(2), 145–151. https://doi.org/10.3846/16484142.2015.1045025
Švogžlys, P. (2020). The structure of model for new services development. Journal of System and Management Sciences, 10(2), 21–39. http://www.aasmr.org/jsms/Vol10/Vol.10.2.2.pdf
Torney, M., Kuntzky, K., & Herrmann, C. (2009). Service development and implementation – A review of the state of the art. In Proceedings of the 1st CIRP Industrial Product-Service Systems (IPS2) Conference. Cranfield University.
Zeithaml, V. A., Bitner, J. M., & Gremler, D. D. (2017). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill.
Alam, I., & Perry, C. (2002). A customer-oriented new service development process. Journal of Services Marketing, 16(6), 515–535. https://doi.org/10.1108/08876040210443391
Bauer, T., & Borodako, K. (2019). Trade show innovations – Organizers implementations of the new service development process. Journal of Hospitality and Tourism Management, 41, 197–207. https://doi.org/10.1016/j.jhtm.2019.10.005
Burger, T., Kim, K. J., & Meiren, T. (2010). A structured test approach for service concepts. International Journal of Service Science, Management, Engineering, and Technology, 1(4), 12–21. https://doi.org/10.4018/jssmet.2010100102
Cioacă, S., Cristache, S., Vută, M., Marin, E., & Vută, M. (2020). Assessing the impact of ICT sector on sustainable development in the European Union: An empirical analysis using panel data. Sustainability, 12(2), 1–16. https://doi.org/10.3390/su12020592
Corrocher, N., & Ozman, M. (2019). Green technological diversification of European ICT firms: A patent based analysis. Economics of Innovation and New Technology, 29(6), 559–581. https://doi.org/10.1080/10438599.2019.1645989
Drejeris, R. (2015). Naujų paslaugų kūrimo ir diegimo kiekybiniai sprendimai: nuo idėjų generavimo iki sėkmės vertinimo. Akademija. https://www.vdu.lt/cris/handle/20.500.12259/88642
Drejeris, R., & Vestertė, J. (2015). New public service development: Identifying elements of process model. Journal of System and Management Sciences, 5(3), 65–83. http://www.aasmr.org/jsms/Vol5/No.3/JSMS-VOL5-NO3-5.pdf
Edvardsson, B., Meiren, T., Schaefer, A., & Witell, L. (2013). Having a strategy for new service development – does it really matter? Journal of Service Management, 24(1), 25–44. https://doi.org/10.1108/09564231311304170
Eurostat. (2017). ICT sector – value-added, employment and R&D. https://ec.europa.eu/eurostat/statistics-explained/index.php/ICT_sector_-_value_added,_employment_and_R%26D
Eurostat. (2019). High-tech statistics – employment. Average annual growth rate of employment in KIA in 2008–2017. https://ec.europa.eu/eurostat/statistics-explained/pdfscache/46747.pdf
Froehle, C. M., & Roth, A. V. (2007). A resource-process framework of new service development. Production and Operation Management, 16(2), 169–188. https://doi.org/10.1111/j.1937-5956.2007.tb00174.x
Gaus, O., Neutschel, B., Raith, M. G., & Vajna, S. (2013). How designed communication supports new product & service development. iBusiness, 5(3B), 10–17. https://doi.org/10.4236/ib.2013.53B003
Geissdoerfer, M., Vladimirova, D., Fossen, K., & Evans, S. (2018). Product, service, and business model innovation: A discussion. In Global Conference on Sustainable Manufacturing (pp. 165–172). Elsevier B.V. publishing. https://doi.org/10.1016/j.promfg.2018.02.107
Hsu, P. H. (2017). Constructing a innovative service development process base on ethics. International Journal of Social Science and Humanity, 7(2), 76–81. https://doi.org/10.18178/ijssh.2017.V7.799
Yousuf, M. I. (2007). Using experts opinion through Delphi technique. Practical Assessment, Research & Evaluation, 12(4), 1–8. https://doi.org/10.7275/rrph-t210
Yu, E., & Sangiorgi, D. (2018). Service design as an approach to implement the value co-creation perspective in new service development. Journal of Service Research, 21(1), 40–58. https://doi.org/10.1177/1094670517709356
Yu, E., & Sangiorgi, D. (2014). Service design as an approach to new service development: Reflections and future studies. In ServDes.2014. Fourth Service Design and Innovation Conference “Service Futures” (pp. 194–204). Lancaster, United Kingdom. http://www.servdes.org/wp/wp-content/uploads/2014/06/Yu-E-Sangiorgi-D.pdf
Jin, D., Chai, K., & Tan, K. (2014). New service development maturity model. Managing Service Quality: An International Journal, 24(1), 86–116. https://doi.org/10.1108/MSQ-10-2012-0134
Kendall, M. G. (1970). Rank correlation methods (4th ed.). Griffin.
Kitsios, F., & Kamariotou, M. (2019). Mapping new service development: A review and synthesis of literature. The Service Industries Journal, 40(9–10), 682–704. https://doi.org/10.1080/02642069.2018.1561876
Libby, R., & Blashfield, R. K. (1978). Performance of a composite as a function of the number of judges. Organizational Behavior & Human Performance, 21(2), 121–129. https://doi.org/10.1016/0030-5073(78)90044-2
Lietuvos bankas. (2020). Paslaugų eksportas ir importas pagal paslaugos rūšį ir šalį. https://www.lb.lt/lt/paslaugu-eksportas-ir-importas-pagal-paslaugos-rusi-ir-sali
Lin, F., & Hsieh, P. (2011). A SAT view on new services development. Service Science, 3(2), 141–157. https://doi.org/10.1287/serv.3.2.141
Lund, S., Manyika, J., Woetzel, J., Bughin, J., Krishnan, M., Seong, J., & Muir, M. (2019). Globalization in transition: The future of trade and value chains. Mckinsey Global Institute. https://www.mckinsey.com/featured-insights/innovation-and-growth/globalization-in-transition-the-future-of-trade-and-value-chains
Mas, M., Fernández de Guevara, J., Robledo, J. C., Righi, R., Cardona, M., & Samoili, S. (2019). The 2019 PREDICT Key Facts Report. An Analysis of ICT R&D in the EU and Beyond (JRC Technical Reports). European Commission. https://doi.org/10.2760/06479
Motienė, R., Gudelis, A., Dibisteris, A., & Steniukynas, M. (2017). Inžinerinės ir edukacinės technologijos: mokslinių straipsnių rinkinys. Kauno technikos kolegija. http://www.ktk.lt/assets/Uploads/zurnalas-2017-new.pdf
Podvezko, V. (2008). Sudėtingų dydžių kompleksinis vertinimas. Business: Theory & Practice, 9(3), 160–168. https://doi.org/10.3846/1648-0627.2008.9.160-168
Pridotkienė, J., & Pridotkas, R. (2012). Reikšmingų nefinansinių rodiklių nustatymas vertinant eksporto prekinio kredito riziką. Economics and Management, 17(3), 1016–1020. https://doi.org/10.5755/j01.em.17.3.2112
Rapaccini, M., Saccani, N., Pezzotta, G., Burger, T., & Ganz, W. (2013). Service development in productservice systems: A maturity model. The Service Industries Journal, 33(3–4), 300–319. https://doi.org/10.1080/02642069.2013.747513
Reinoso, M., Lersviriyajitt, S., Khan, N., Choonthian, W., & Laosiripornwattana, P. (2009). New service development: Linking resources, processes, and the customer. In PICMET 2009 Proceedings (pp. 2921–2932). IEEE Publishing. https://doi.org/10.1109/PICMET.2009.5261784
Riedl, C., Leimeister, J. M., & Krcmar, H. (2011). Why e-service development is different: A literature review. e-Service Journal, 8(1), 2–22. https://doi.org/10.2979/eservicej.8.1.2
Santana, F. E., Cardoso, C. C., Ferreira, M. G. G., Catapan, M. F., Montanha, I. R., & Forcellini, A. F. (2018). Towards a more inclusive service development process for the wider population. Design Studies, 55, 146–173. https://doi.org/10.1016/j.destud.2017.10.003
Santos, J. B., & Spring, M. (2013). New service development: Managing the dynamic between services and operations resources. International Journal of Operations and Production Management, 33(7), 800–827. https://doi.org/10.1108/IJOPM-12-2012-0559
Scheuing, E. E, & Johnson, E. M. (1989). A proposed model for new service development. Journal of Services Marketing, 3(2), 25–34. https://doi.org/10.1108/EUM0000000002484
Shekar, A. (2007). An innovative model of service development: A process guide for service managers. The Innovation Journal: The Public Sector Innovation Journal, 12(1), 1–18.
Skačkauskienė, I., Švogžlys, P., & Lemańska-Majdzik, A. (2019). Formation of a conceptual model for new services. Polish Journal of Management Studies, 19(2), 374–384. https://doi.org/10.17512/pjms.2019.19.2.32
Stevens, E., & Dimitriadis, S. (2005). Managing the new service development process: Towards a systemic model. European Journal of Marketing, 39(1/2), 175–198. https://doi.org/10.1108/03090560510572070
Šateikienė, D., Janutienė, J., Bogdevičius, M., & Mickevičienė, R. (2015). Analysis into the selection of ballast water treatment system. Transport, 30(2), 145–151. https://doi.org/10.3846/16484142.2015.1045025
Švogžlys, P. (2020). The structure of model for new services development. Journal of System and Management Sciences, 10(2), 21–39. http://www.aasmr.org/jsms/Vol10/Vol.10.2.2.pdf
Torney, M., Kuntzky, K., & Herrmann, C. (2009). Service development and implementation – A review of the state of the art. In Proceedings of the 1st CIRP Industrial Product-Service Systems (IPS2) Conference. Cranfield University.
Zeithaml, V. A., Bitner, J. M., & Gremler, D. D. (2017). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill.