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A new service development integrated model

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  • Yu-Cheng Lee
  • Jih-Kuang Chen

Abstract

Several scholars have proposed a new service development (NSD) process but the failure rate of NSD is high, due to the lack of an efficient development process and customer orientation and input. Quality function deployment (QFD) is one of the structured methodologies that is used to translate customer needs into specific quality development, but the effect should be improved, especially when used in service industries applications. This research integrated Kano's model with QFD to categorize the attitude, and proposed a revised improved ratio to strengthen the rise in customer satisfaction, then through the revised gap model the gaps are evaluated to provide an indicator to the manager about the importance, priority and direction of the service development. Two illustrative cases are applied to this research, which proves the obvious contribution of this integrated model.

Suggested Citation

  • Yu-Cheng Lee & Jih-Kuang Chen, 2009. "A new service development integrated model," The Service Industries Journal, Taylor & Francis Journals, vol. 29(12), pages 1669-1686, December.
    • Handle: RePEc:taf:servic:v:29:y:2009:i:12:p:1669-1686
    DOI: 10.1080/02642060902793573
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    References listed on IDEAS

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    1. de Brentani, Ulrike, 1995. "New industrial service development: Scenarios for success and failure," Journal of Business Research, Elsevier, vol. 32(2), pages 93-103, February.
    2. S.T.K. Luk & R. Layton, 2002. "Perception Gaps in Customer Expectations: Managers Versus Service Providers and Customers," The Service Industries Journal, Taylor & Francis Journals, vol. 22(2), pages 109-128.
    3. Helen Perks & Nina Riihela, 2004. "An exploration of inter-functional integration in the new service development process," The Service Industries Journal, Taylor & Francis Journals, vol. 24(6), pages 37-63, November.
    4. Marianne Abramovici, 2004. "How to Take Customers into Consideration in Service Innovation Projects," Post-Print hal-01136394, HAL.
    5. Nick Johns & Turgay Avcí & Osman M. Karatepe, 2004. "Measuring service quality of travel agents: evidence from Northern Cyprus," The Service Industries Journal, Taylor & Francis Journals, vol. 24(3), pages 82-100, May.
    6. Marianne Abramovici & Laurence Bancel-Charensol, 2004. "How to take customers into consideration in service innovation projects," The Service Industries Journal, Taylor & Francis Journals, vol. 24(1), pages 56-78, January.
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    Cited by:

    1. Heeyong Noh & Youngkeun Song & Ae-Soon Park & Byungun Yoon & Sungjoo Lee, 2016. "Development of new technology-based services," The Service Industries Journal, Taylor & Francis Journals, vol. 36(5-6), pages 200-222, April.
    2. Sidney Anderson & Linda Nasr & Steven W. Rayburn, 2018. "Transformative service research and service design: synergistic effects in healthcare," The Service Industries Journal, Taylor & Francis Journals, vol. 38(1-2), pages 99-113, January.
    3. Lin, Ling-Zhong & Yeh, Huery-Ren & Wang, Ming-Chao, 2015. "Integration of Kano’s model into FQFD for Taiwanese Ban-Doh banquet culture," Tourism Management, Elsevier, vol. 46(C), pages 245-262.
    4. Gabriela Bantau & Steven W. Rayburn, 2016. "Advanced information technology: transforming service innovation and design," The Service Industries Journal, Taylor & Francis Journals, vol. 36(13-14), pages 699-720, October.

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