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Measuring the Performance of New Service Development Activities

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  • C. Storey
  • D. Kelly

Abstract

The aim of this research was to investigate how service firms evaluate their new service development (NSD) activities. A survey of marketing managers in UK service firms was used to elicit information on two subject areas. First, the firm's approach to NSD, its strategy, and the scope of its activity in this area. Second, the firm's approach to measuring performance at both the project and the programme level. It was found that although new services are an important source of revenue for most, firms are still not satisfied with their ability to develop new services. On the whole, service firms employ a limited number of measures of performance, and often these do not reflect the reasons behind development. Significantly, financial measures of performance are most often used by less innovative firms, fast followers employ customer-based measures of performance, and truly innovative firms measure performance along a number of softer internal dimensions. The management implications of these findings are discussed.

Suggested Citation

  • C. Storey & D. Kelly, 2001. "Measuring the Performance of New Service Development Activities," The Service Industries Journal, Taylor & Francis Journals, vol. 21(2), pages 71-90, April.
    • Handle: RePEc:taf:servic:v:21:y:2001:i:2:p:71-90
    DOI: 10.1080/714005018
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    Cited by:

    1. Yanli Bao, 2020. "Competitive intelligence and its impact on innovations in tourism industry of China: An empirical research," PLOS ONE, Public Library of Science, vol. 15(7), pages 1-12, July.
    2. Thakur, Ramendra & Hale, Dena, 2013. "Service innovation: A comparative study of U.S. and Indian service firms," Journal of Business Research, Elsevier, vol. 66(8), pages 1108-1123.
    3. Riccardo Giannetti & Alessandro Marelli, 2016. "Il ruolo degli strumenti di cost management nello sviluppo di nuovi prodotti sostenibili," MANAGEMENT CONTROL, FrancoAngeli Editore, vol. 2016(2), pages 33-68.
    4. Lan Li & Gang Li & Fu-Sheng Tsai & Hsiu-Yu Lee & Chien-Hsing Lee, 2019. "The Effects of Corporate Social Responsibility on Service Innovation Performance: The Role of Dynamic Capability for Sustainability," Sustainability, MDPI, vol. 11(10), pages 1-20, May.
    5. Hanyu Zhu & Kailing Zhang & Gang Li & Lin Chen & Xijie Zhao, 2022. "Relationship Management Capability and Service Innovation Performance: The Joint-Effect of Relationship Learning and Competitive Intensity," Sustainability, MDPI, vol. 14(19), pages 1-22, September.
    6. Shunzhong Liu, 2012. "The relationship between strategic type and new service development competence: a study of Chinese knowledge intensive business services," Service Business, Springer;Pan-Pacific Business Association, vol. 6(2), pages 157-175, June.
    7. Beibei Zhang & Yang Mei & Yuxin Xiong & Yan Liu, 2024. "Can Digital Transformation Promote Service Innovation Performance of Construction Enterprises? The Mediating Role of Dual Innovation," Sustainability, MDPI, vol. 16(3), pages 1-17, January.
    8. Josée St-Pierre & Louis Raymond & Saïd Zouiten & William Menvielle, 2008. "Performance of Industrial Service SMEs: A Conceptual Framework and Diagnostic System," Post-Print hal-01703260, HAL.
    9. Theresa Eckert & Stefan Hüsig, 2022. "Innovation portfolio management: a systematic review and research agenda in regards to digital service innovations," Management Review Quarterly, Springer, vol. 72(1), pages 187-230, February.
    10. Eder Oliveira Abensur, 2007. "Genetic Algorithms for Development of New Financial Products," Brazilian Review of Finance, Brazilian Society of Finance, vol. 5(1), pages 59-77.
    11. Mengdi Sun & Xiaoyu Zhao, 2023. "Influence of Organizational Ambidextrous Culture in Manufacturing Enterprises on Service Innovation Performance," Sustainability, MDPI, vol. 15(20), pages 1-26, October.
    12. Cheng-Ru Wu & Chin-Tsai Lin & Pei-Hsuan Tsai, 2009. "Financial service sector performance measurement model: AHP sensitivity analysis and balanced scorecard approach," The Service Industries Journal, Taylor & Francis Journals, vol. 31(5), pages 695-711, January.
    13. Klaus Möller & Ingo Cassack, 2008. "Prozessorientierte Planung und Kalkulation (kern-)produktbegleitender Dienstleistungen," Metrika: International Journal for Theoretical and Applied Statistics, Springer, vol. 19(2), pages 159-184, August.
    14. Lucia Crevani & Kristina Palm & Annika Schilling, 2011. "Innovation management in service firms: a research agenda," Service Business, Springer;Pan-Pacific Business Association, vol. 5(2), pages 177-193, June.
    15. Blommerde-Winters, Tadhg, 2022. "The roles of NSD performance and standardized service development processes in the performance of micro, small, and medium-sized enterprises," Journal of Business Research, Elsevier, vol. 139(C), pages 56-68.
    16. Yang Yang & Zhongqiu Li & Yingying Su, 2018. "The Effectiveness of Service Innovation Practices to Reduce Energy Consumption Based on Adaptive Theory," Sustainability, MDPI, vol. 10(9), pages 1-16, September.
    17. Rimsha Kanwal & Salman Yousaf, 2019. "Impact of Service Innovation on Customer Satisfaction: An Evidence from Pakistani Banking Industry," Emerging Economy Studies, International Management Institute, vol. 5(2), pages 125-140, November.
    18. Qiong Yao & Liwen Huang & Mingli Li, 2019. "The effects of tech and non-tech innovation on brand equity in China: The role of institutional environments," PLOS ONE, Public Library of Science, vol. 14(5), pages 1-24, May.
    19. Dinçer, Hasan & Yüksel, Serhat, 2019. "An integrated stochastic fuzzy MCDM approach to the balanced scorecard-based service evaluation," Mathematics and Computers in Simulation (MATCOM), Elsevier, vol. 166(C), pages 93-112.

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