New service development; creating memorable experiences

2003 ◽  
Vol 10 (1) ◽  
pp. 57-58 ◽  
Author(s):  
Henk Roest
Keyword(s):  
Service Development ◽  
New Service Development

scholarly journals Incremental and radical open service innovation

2018 ◽  
Vol 32 (2) ◽  
pp. 101-112 ◽  
Author(s):  
Per Myhren ◽  
Lars Witell ◽  
Anders Gustafsson ◽  
Heiko Gebauer
Keyword(s):  
Service Innovation ◽  
Group Development ◽  
Case Analysis ◽  
Team Development ◽  
Service Development ◽  
New Service Development ◽  
Content Type ◽  
Open Service ◽  
Cross Case Analysis

Purpose Open service innovation is an emergent new service development practice, where knowledge on how to organize development work is scarce. The purpose of the present research is to identify and describe relevant archetypes of open service innovation. The study views an archetype as an organizing template that includes the competence of participants, organizing co-creation among participants and ties between participants. In particular, the study’s interest lies in how open service innovation archetypes are used for incremental and radical service innovation. Design/methodology/approach For the research, a nested case study was performed, in which an industrial firm with nine open service innovation groups was identified. Forty-five interviews were conducted with participants. For each case, first a within-case analysis was performed, and how to perform open service innovation in practice was described. Then, a cross-case analysis identifying similarities and differences between the open service innovation groups was performed. On the basis of the cross-case analysis, three archetypes for open service innovation were identified. Findings The nested case study identified three archetypes for open service innovation: internal group development, satellite team development and rocket team development. This study shows that different archetypes are used for incremental and radical service innovation and that a firm can have multiple open service innovation groups using different archetypes. Practical implications This study provides suggestions on how firms can organize for open service innovation. The identified archetypes can guide managers to set up, develop or be part of open service innovation groups. Originality/value This paper uses open service innovation as a mid-range theory to extend existing research on new service development in networks or service ecosystems. In particular, it shows how open service innovation can be organized to develop both incremental and radical service innovations.

scholarly journals Service Assessment Planning for the Hunt Library Dataspace

2019 ◽  
Author(s):  
Mia Partlow ◽  
Karen Ciccone ◽  
Margaret Peak
Keyword(s):  
North Carolina ◽  
Statistical Analysis ◽  
Data Science ◽  
Planning Process ◽  
Service Development ◽  
State University ◽  
University Libraries ◽  
New Service Development ◽  
Data Intensive ◽  
Critical Data

Presentation given at TRLN Annual Meeting, Durham, North Carolina, July 1, 2019. The Hunt Library Dataspace was launched in August 2018 to provide students with access to the tools and support they need to develop critical data skills and perform data intensive tasks. It is outfitted with specialized computing hardware and software and staffed by graduate student Data Science Consultants who provide drop-in support for programming, data analysis, statistical analysis, visualization, and other data-related topics.Prior to launching the Dataspace the Libraries’ Director of Planning and Research worked with the Data & Visualization Services department to develop a plan for assessing the new Dataspace services. The process began with identifying relevant goals based on NC State University and the NC State University Libraries’ strategic priorities. Next we identified measures that would assess our success in relation to those goals. This talk describes the assessment planning process, the measures and methods employed, outcomes, and how this information will be used to improve our services and inform new service development.

Innovation in Public Systems

2018 ◽  
pp. 1-15
Author(s):  
Rajeev Verma
Keyword(s):  
Innovation Management ◽  
Customer Relationship ◽  
Service Development ◽  
Value Management ◽  
New Service Development ◽  
Multiple Channel ◽  
Customer Information ◽  
Efficiency Performance ◽  
New Service Performance ◽  
Government Initiative

The purpose of this paper is to establish Customer Relationship Management (CRM) as an effective approach for collecting, analyzing, and translating valuable customer information into managerial action for examining fast track legal systems i.e., Online Public Grievance Redressal System (OPGRS) in the Indian context. This e-government initiative is based on the government's long term strategic policy that aims to innovatively reform the Indian Judicial System. So far, the potential of CRM has been investigated only in the context of existing products/ services. CRM's potential to aid in future New Service Development (NSD) has been under studied. Current research model is based on Resource Advantage (R-A) theory and includes the constructs such as CRM process, CRM technology, New Service Development, system efficiency, performance expectancy and effort expectancy under one umbrella. It measures CRM Process under the dimensions of; innovation management, value management and multiple channel management. This model has been tested based on applications filed at multi source complaint depository consisting of 173 applicants from diverse case backgrounds. The empirical outcome provides the positive significant relationships for all 5 hypotheses established using nine (9) constructs. The results provide evidence that CRM has a positive effect on new service performance.

Sign in / Sign up

Export Citation Format

Share Document