THE IMPACT OF CUSTOMER KNOWLEDGE CAPABILITY AND RELATIONAL CAPABILITY ON NEW SERVICE DEVELOPMENT PERFORMANCE: THE CASE OF HEALTH SERVICE

2012 ◽  
pp. 1769-1806
Author(s):  
Rhay-Hung Weng ◽  
Ching-Yuan Huang ◽  
Hsuan Lo
Keyword(s):  
Health Service ◽  
Service Development ◽  
New Service Development ◽  
Customer Knowledge ◽  
Knowledge Capability ◽  
The Impact

The impact of customer knowledge capability and relational capability on new service development performance: The case of health service

2012 ◽  
Vol 18 (5) ◽  
pp. 608-624 ◽  
Author(s):  
Rhay-Hung Weng ◽  
Ching-Yuan Huang
Keyword(s):  
Knowledge Creation ◽  
Knowledge Integration ◽  
Reliability And Validity ◽  
Mail Survey ◽  
Positive Influence ◽  
Customer Relationship ◽  
Service Development ◽  
New Service Development ◽  
Customer Knowledge ◽  
The Impact

AbstractThis study intends to explore the impact of the customer knowledge integration capability, customer knowledge absorptive capability, customer knowledge creation capability, and customer relationship capability on new service development (NSD) performance for Taiwan's hospitals from customer knowledge and customer relationship perspectives. We employ the self-administered mail survey to collect research data and select self-pay medical service managers or top managers as key informants. After testing the fitness of sample representativeness, non-response error, common method variance, reliability, and validity, we adopt structure equation model to test the research model. Empirical results indicate the customer knowledge absorptive capability of a hospital is positively associated with NSD performance, and the customer knowledge integration capability of a hospital fully mediates the relationship between customer knowledge absorptive capability and NSD performance. However, customer relationship capability and customer knowledge absorptive capability both have positive influence on customer knowledge creation capability. Managerial and theoretical implications are discussed.

The impact of customer knowledge capability and relational capability on new service development performance: The case of health service

2012 ◽  
Vol 18 (5) ◽  
pp. 608-624 ◽  
Author(s):  
Rhay-Hung Weng ◽  
Ching-Yuan Huang
Keyword(s):  
Knowledge Creation ◽  
Knowledge Integration ◽  
Reliability And Validity ◽  
Mail Survey ◽  
Positive Influence ◽  
Customer Relationship ◽  
Service Development ◽  
New Service Development ◽  
Customer Knowledge ◽  
The Impact

AbstractThis study intends to explore the impact of the customer knowledge integration capability, customer knowledge absorptive capability, customer knowledge creation capability, and customer relationship capability on new service development (NSD) performance for Taiwan's hospitals from customer knowledge and customer relationship perspectives. We employ the self-administered mail survey to collect research data and select self-pay medical service managers or top managers as key informants. After testing the fitness of sample representativeness, non-response error, common method variance, reliability, and validity, we adopt structure equation model to test the research model. Empirical results indicate the customer knowledge absorptive capability of a hospital is positively associated with NSD performance, and the customer knowledge integration capability of a hospital fully mediates the relationship between customer knowledge absorptive capability and NSD performance. However, customer relationship capability and customer knowledge absorptive capability both have positive influence on customer knowledge creation capability. Managerial and theoretical implications are discussed.

New Service Development of Entrepreneurial Innovations in the IT Sector

2008 ◽  
Vol 9 (1) ◽  
pp. 21-31 ◽  
Author(s):  
Michael C. Ottenbacher ◽  
Robert J. Harrington
Keyword(s):  
Information Technology ◽  
Idea Generation ◽  
Service Development ◽  
New Service Development ◽  
Innovation Projects ◽  
It Innovation ◽  
The Impact

The authors report on a survey of small and medium-sized entrepreneurial information technology (IT) firms to investigate the impact of new service development (NSD) process activities on innovation success and failure. Their findings highlight the importance of managing the process to engage customers, management and employees, facilitating innovation champions to aid in idea generation and commitment, effectively communicating the benefits to customers, and using the tacit nature of the process to create barriers to imitation. In general, the findings point to several key elements that impact on successful entrepreneurial IT innovation projects and appear to result from an iterative, flexible and process-linked approach to NSD innovation.

Cross-country differences in new service development

2019 ◽  
Vol 30 (2) ◽  
pp. 186-208 ◽  
Author(s):  
Aku Valtakoski ◽  
Javier Reynoso ◽  
Daniel Maranto ◽  
Bo Edvardsson ◽  
Egren Maravillo Cabrera
Keyword(s):  
National Culture ◽  
Success Factors ◽  
Positive Impact ◽  
Equation Modeling ◽  
Service Development ◽  
New Service Development ◽  
Content Type ◽  
Country Differences ◽  
Cross Country ◽  
The Impact

Purpose The purpose of this paper is to test how national culture may help to explain cross-country differences in new service development (NSD) by comparing the impact of NSD success factors between Mexico and Sweden. Design/methodology/approach Eight hypotheses based on prior literature on NSD and national culture were tested using covariance-based structural equation modeling and survey data from 210 Mexican and 173 Swedish firms. Findings Launch proficiency and customer interaction had a positive impact on NSD performance with no difference between the two cultures. NSD process formalization did not have clear positive impact on NSD performance but had a statistically significantly stronger impact in the structured culture (Mexico). Team empowerment affected NSD performance positively, but the difference between cultures was non-significant. Research limitations/implications The impact of national culture depends on the type of NSD success factor. Some factors are unaffected by the cultural context, while factors congruent with the national culture enhance performance. Factors incongruent with national culture may even hurt NSD performance. Practical implications When choosing priorities in NSD improvement, managers need to consider the national culture environment. Originality/value Paper directly tests how national culture moderates NSD performance using primary data. Findings suggest that the effects of NSD success factors are contingent on congruence with national culture.

WHEN INTRA-FIRM AND INTER-FIRM COLLABORATIONS CO-OCCUR: COMPARING THEIR IMPACT ACROSS NEW SERVICES VERSUS NEW PRODUCT INNOVATIONS

2011 ◽  
Vol 15 (05) ◽  
pp. 869-898 ◽  
Author(s):  
Stephanie C. Schleimer ◽  
Arthur D. Shulman
Keyword(s):  
Product Development ◽  
New Product Development ◽  
New Product ◽  
Theory And Practice ◽  
Service Development ◽  
Collaborative Environments ◽  
New Service Development ◽  
Collaborative Environment ◽  
Product Innovations ◽  
The Impact

There is evidence that intra-firm collaboration and inter-firm collaboration are important for new service development (NSD) and new product development (NPD) success. However, evidence of the contributions of each to innovative outcomes is inconsistent. This inconsistency is associated with the tendency of studies to examine the impact of intra-firm collaboration or inter-firm collaborations exclusively. However, most firms involved in NSD or NPD engage simultaneously in intra-firm and inter-firm collaborations. Using a multi-dimensional conception of collaboration we advance a deeper understanding of the relative contributions of these attributes in intra-firm versus inter-firm collaborative environments during NSD versus NPD. Analyses of survey data from 134 innovations confirm that collaboration clearly matters for both NSD and NPD success, but its impact differs depending on (a) whether a new product or service was developed, (b) on the collaborative environment (intra-firm or inter-firm), and (c) on the collaborative attributes examined. Implications for advancing innovation theory and practice are provided.

scholarly journals The Impact of Stakeholders on Health Services Development: An Empirical Investigation on the Surgical Department at King Fahd General Hospital, Saudi Arabia

2017 ◽  
Vol 9 (1) ◽  
pp. 129
Author(s):  
Ala’Eddin Mohammad Khalaf Ahmad
Keyword(s):  
Saudi Arabia ◽  
Health Service ◽  
Health Services ◽  
General Hospital ◽  
Service Providers ◽  
Service Development ◽  
Jeddah City ◽  
Health Service Providers ◽  
The Impact ◽  
Health Service Development

The current research investigates the stakeholders influencing health services development at King Fahd General Hospital KFGH in Jeddah city, Saudi Arabia. This study proposes and tests a six factors model that influences health services development. These factors include government regulations, competitors, suppliers, patients, public, and health service providers as independent variables; the dependent variable is health services development. In order to explore this issue, a quantitative method was used to collect primary data through a questionnaire, which was administered in KFGH in Jeddah city in Kingdom of Saudi Arabia. The researches targeted 141 surgeons in this research as a sample because of the small population. A purposive sample was used to choose the participants in this research. The research retrieves 130 valid questionnaires; representing 92%.The results confirm significant differences in the influence of these factors on health service development. The research concludes that there is a significant influence of governmental regulations, competitors, suppliers, patients, public, and health service providers on health services development. The research recommends enhancing the awareness of stakeholder factors by studying the effects of governmental regulations, competitors, suppliers, patients, public, and health service providers. The last is adopting and updating medical and non-medical technology to maintain health service development.

Customer Orientation, Learning Orientation, and New Service Development

2011 ◽  
Vol 35 (4) ◽  
pp. 437-468 ◽  
Author(s):  
Kayhan Tajeddini
Keyword(s):  
Customer Orientation ◽  
Hotel Industry ◽  
Service Development ◽  
Learning Orientation ◽  
New Service Development ◽  
Subsequent Effect ◽  
Using Data ◽  
Hotel Managers ◽  
The Impact

Although many studies have investigated the role of customer orientation and learning orientation on a firm’s performance in small, medium, and large enterprises, the literature provides little empirical evidence about the role of customer orientation and learning orientation within the hotel industry. This current work investigates the influence of these variables on new service development and their subsequent effect on performance (financial and perceptual). Also, the impact of participating managers’ positive attitude toward change on new service development has been examined. Using data from hotel managers and owners located in Switzerland, several hypotheses have been formulated and tested. The findings not only verify aspects of prior research but also provide a new insight by exploring customer orientation, learning orientation, and new service development simultaneously, revealing how these factors affect the performance of the Swiss hotel industry. Although support for some hypotheses was found, these results need to be evaluated in light of the limitations, which moderate the contribution and also provide areas for further research.

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