IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v31y2010i16p2741-2756.html
   My bibliography  Save this article

Process of customer interaction during new service development in an emerging country

Author

Listed:
  • Intekhab (Ian) Alam

Abstract

Globalization has a major impact on the practice of innovation across a wide range of service industries. Yet, only limited attention has been paid to the issue of service innovation in a global context. To address this critique of the literature, a case study of new service development and customer interaction was conducted in a multinational financial services firm based in the USA. The case study investigates the development of new services with inputs from company's customers in India. It also traces the roles of local Indian subsidiary and local managers in developing and managing the overall service innovation process.

Suggested Citation

  • Intekhab (Ian) Alam, 2010. "Process of customer interaction during new service development in an emerging country," The Service Industries Journal, Taylor & Francis Journals, vol. 31(16), pages 2741-2756, July.
    • Handle: RePEc:taf:servic:v:31:y:2010:i:16:p:2741-2756
    DOI: 10.1080/02642069.2010.512660
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069.2010.512660
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069.2010.512660?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Spiggle, Susan, 1994. "Analysis and Interpretation of Qualitative Data in Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 21(3), pages 491-503, December.
    2. 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.
    3. Stevens, Eric & Dimitriadis, Sergios, 2004. "New service development through the lens of organisational learning: evidence from longitudinal case studies," Journal of Business Research, Elsevier, vol. 57(10), pages 1074-1084, October.
    4. Andrew M. Pettigrew, 1990. "Longitudinal Field Research on Change: Theory and Practice," Organization Science, INFORMS, vol. 1(3), pages 267-292, August.
    5. Jeroen de Jong & Patrick Vermeulen, 2003. "Organizing Successful New Service Development: A Literature Review," Scales Research Reports N200307, EIM Business and Policy Research.
    6. Gruner, Kjell E. & Homburg, Christian, 2000. "Does Customer Interaction Enhance New Product Success?," Journal of Business Research, Elsevier, vol. 49(1), pages 1-14, July.
    7. Andrew H. van de Ven & George P. Huber, 1990. "Longitudinal Field Research Methods for Studying Processes of Organizational Change," Organization Science, INFORMS, vol. 1(3), pages 213-219, August.
    8. J J Boddewyn & Marsha Baldwin Halbrich & A C Perry, 1986. "Service Multinationals: Conceptualization, Measurement and Theory," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 17(3), pages 41-57, September.
    9. Wolfgang Ulaga & Andreas Eggert, 2006. "Value-Based Differentiation in Business Relationships: Gaining and Sustaining Key Supplier Status," Post-Print hal-00482456, HAL.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Kindström, Daniel & Kowalkowski, Christian & Sandberg, Erik, 2013. "Enabling service innovation: A dynamic capabilities approach," Journal of Business Research, Elsevier, vol. 66(8), pages 1063-1073.
    2. Pettus, Michael L. & Kor, Yasemin Y. & Mahoney, Joseph T., 2007. "A Theory of Change in Turbulent Environments: The Sequencing of Dynamic Capabilities Following Industry Deregulation," Working Papers 07-0100, University of Illinois at Urbana-Champaign, College of Business.
    3. Sally Maitlis & Thomas B. Lawrence, 2003. "Orchestral Manoeuvres in the Dark: Understanding Failure in Organizational Strategizing," Journal of Management Studies, Wiley Blackwell, vol. 40(1), pages 109-139, January.
    4. Islam, A.K.M. Najmul & Mäntymäki, Matti & Turunen, Marja, 2019. "Why do blockchains split? An actor-network perspective on Bitcoin splits," Technological Forecasting and Social Change, Elsevier, vol. 148(C).
    5. Gonzalo Maldonado-Guzmán & José Trinidad Marín-Aguilar & Sandra Yesenia Pinzón-Castro, 2017. "Service Innovation in Mexican Small Business," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 7(4), pages 1-1.
    6. O'Higgins, Ciara & Andreeva, Tatiana & Goya, Nekane Aramburu, 2022. "The hows and whys of foreign operation mode combinations: The role of knowledge processes," Journal of World Business, Elsevier, vol. 57(2).
    7. Sköld, Martin, 2008. "Knowledge Development Patterns In Radically New Product Architectures," SSE/EFI Working Paper Series in Business Administration 2008:8, Stockholm School of Economics, revised 18 Nov 2008.
    8. Parrish, Bradley D., 2010. "Sustainability-driven entrepreneurship: Principles of organization design," Journal of Business Venturing, Elsevier, vol. 25(5), pages 510-523, September.
    9. Scaringella, Laurent & Miles, Raymond E. & Truong, Yann, 2017. "Customers involvement and firm absorptive capacity in radical innovation: The case of technological spin-offs," Technological Forecasting and Social Change, Elsevier, vol. 120(C), pages 144-162.
    10. Villani, Elisa & Linder, Christian & Lechner, Christian & Muller, Lina, 2021. "How do non-innovative firms start innovation and build legitimacy? The case of professional service firms," Journal of Business Research, Elsevier, vol. 137(C), pages 614-625.
    11. Tian, Jiamian & Coreynen, Wim & Matthyssens, Paul & Shen, Lei, 2022. "Platform-based servitization and business model adaptation by established manufacturers," Technovation, Elsevier, vol. 118(C).
    12. Homburg, Christian & Kuehnl, Christina, 2014. "Is the more always better? A comparative study of internal and external integration practices in new product and new service development," Journal of Business Research, Elsevier, vol. 67(7), pages 1360-1367.
    13. Cheriet, F., 2010. "L'utilisation des études de cas pour analyser les coopérations inter-entreprises : des justifications méthodologiques au pragmatisme empirique," Working Papers MoISA 201002, UMR MoISA : Montpellier Interdisciplinary center on Sustainable Agri-food systems (social and nutritional sciences): CIHEAM-IAMM, CIRAD, INRAE, L'Institut Agro, Montpellier SupAgro, IRD - Montpellier, France.
    14. Bettina Bouchayer, 2023. "Evénement et temporalité en gestion : implication pour les pratiques d'anticipation," Post-Print hal-04487407, HAL.
    15. Godfrey Mugurusi & Lydia Bals, 2017. "A processual analysis of the purchasing and supply organization in transition: the impact of offshoring," Operations Management Research, Springer, vol. 10(1), pages 64-83, June.
    16. Peng, Songlan & van der Laan Smith, Joyce, 2010. "Chinese GAAP and IFRS: An analysis of the convergence process," Journal of International Accounting, Auditing and Taxation, Elsevier, vol. 19(1), pages 16-34.
    17. Gina Colarelli O'Connor & Mark P. Rice & Lois Peters & Robert W. Veryzer, 2003. "Managing Interdisciplinary, Longitudinal Research Teams: Extending Grounded Theory-Building Methodologies," Organization Science, INFORMS, vol. 14(4), pages 353-373, August.
    18. Juan M. Pellegrino & Rod B. McNaughton, 2015. "The Co-evolution of Learning and Internationalization Strategy in International New Ventures," Management International Review, Springer, vol. 55(4), pages 457-483, August.
    19. Marco Morelli & Francesca Lecci, 2014. "Management control systems (MCS) change and the impact of top management characteristics: the case of healthcare organisations," Metrika: International Journal for Theoretical and Applied Statistics, Springer, vol. 24(3), pages 267-298, January.
    20. Wiener, Melanie & Gattringer, Regina & Strehl, Franz, 2020. "Collaborative open foresight - A new approach for inspiring discontinuous and sustainability-oriented innovations," Technological Forecasting and Social Change, Elsevier, vol. 155(C).

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:servic:v:31:y:2010:i:16:p:2741-2756. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.