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

Service Industries Journal

Volumn 31, Issue 16, 2011, Pages 2741-2756

  Alam, Intekhab ^a  

^a STATE UNIVERSITY OF NEW YORK   (United States)

Author keywords

case study; customer interaction; globalization; new service development; service innovation

Indexed keywords

CONSUMPTION BEHAVIOR; FINANCIAL SERVICES; GLOBALIZATION; INNOVATION; MULTINATIONAL ENTERPRISE;

INDIA; UNITED STATES;

EID: 84858172174     PISSN: 02642069     EISSN: 17439507     Source Type: Journal    
DOI: 10.1080/02642069.2010.512660     Document Type: Article

References (63)

1. Alam, I. 2002. An exploratory investigation of user involvement in new service development. Journal of the Academy of Marketing Science, 30(3): 250-261.
2. Alam, I. 2006. Removing the fuzziness from the fuzzy front-end of service innovations through customer interactions. Industrial Marketing Management, 35(4): 468-480.
3. Alam, I. 2007. New service development process: Emerging versus developed markets. Journal of Global Marketing, 20(2/3): 43-55.
4. Alam, I. and Perry, C. 2002. A customer-oriented new service development process. Journal of Service Marketing, 16(6): 515-534.
5. Atuahene-Gima, K. 1996. Differential potency factors affecting innovation performance in manufacturing and services firms in Australia. Journal of Product Innovation Management, 13: 35-52.
6. Axinn, C. A. and Matthyssens, P. 2001. Limits of internationalization theories in an unlimited world. International Marketing Review, 19(5): 436-449.
7. Biemans, W. G. 1991. User and third party involvement in developing medical equipment innovations. Technovation, 11(3): 163-182.
8. Bitner, M. J. and Brown, S. W. 2008. The service imperative. Business Horizons, 51(1): 39-46.
9. Boddewyn, J. J., Halbrich, M. B. and Perry, A. C. 1986. Service multinationals: Conceptualization, measurement and theory. Journal of International Business Studies, 17: 41-57.
10. Bonoma, T. 1985. Case research in marketing: Opportunities, problems and process. Journal of Marketing Research, 12: 199-208.
11. Bowers, M. R. 1989. Developing new services: Improving the process makes it better. Journal of Services Marketing, 13(1): 15-20.
12. de Brentani, U. 1995. New industrial service development: Scenarios for success and failure. Journal of Business Research, 32: 93-103.
13. Carbonell, P., Rodriguez-Escudero, A. and Pujari, D. 2009. Customer involvement in new service development: An examination of antecedents and outcomes. Journal of Product Innovation Management, 26(5): 536-550.
14. Clark, T., Rajaratnam, D. and Smith, T. 1996. Toward a theory of international services: Marketing insights in a world of nations. Journal of International Marketing, 4(2): 9-28.
15. Cooper, R. G. 1993. Winning at new products, accelerating the process from idea to launch, Reading, MA: Addison Wesley.
16. Cooper, R. G. and Edgett, S. J. 1996. Critical success factors for new financial services. Marketing Management, 5(3): 26-37.
17. Creswell, J. W. 1994. Research design: Qualitative and quantitative approaches, London: Sage.
18. Deshpande, R. 1983. Paradigms lost: On theory and method in research in marketing. Journal of Marketing, 47(4): 101-110.
19. Droege, H., Hildebrand, D. and Forcada, H. M.A. 2009. Innovation in services: Present findings and future pathways. Journal of Service Management, 20(2): 131-155.
20. Dyer, W. G. and Wilkins, A. L. 1991. Better stories, not better constructs to generate better theory: A rejoinder to Eisenhardt. Academy of Management Review, 16(3): 613-619.
21. Eisenhardt, K. M. 1989. Building theories from case studies. Academy of Management Review, 14(4): 532-550.
22. Eisenhardt, K. M. 1991. Better stories and the better constructs: The case for rigor and comparative logic. Academy of Management Review, 16(3): 620-627.
23. Eisenhardt, K. M. and Graebner, M. E. 2007. Theory building from cases: Opportunities and challenges. Academy of Management Journal, 50(1): 25-32.
24. Eppinger, S. D. and Chitkara, A. R. 2006. The new practice of global product development. Sloan Management Review, 47(4): 22-30.
25. Gebhardt, G. F., Carpenter, G. S. and Sherry, J. F. Jr. 2006. Creating a market orientation: A longitudinal, multifirm, grounded analysis of cultural transformation. Journal of Marketing, 70(5): 37-55.
26. Ghemawat, P. 2003. The forgotten strategy. Harvard Business Review, 81(11): 76-85.
27. Gruner, K. E. and Homburg, C. 2000. Does customer interaction enhance new product success?. Journal of Business Research, 49(1): 1-14.
28. Gummesson, E. 2000. Qualitative methods in management research, Thousands Oak, CA: Sage.
29. Hedvall, M. B. and Paltschik, M. 1991. Developing pharmacy services: A customer-driven interaction and counseling approach. The Service Industries Journal, 11(1): 36-46.
30. von Hippel, E. 1978. Successful Industrial products from customers' ideas, presentation of a new customer-active paradigm with evidence and implications. Journal of Marketing, 42(1): 39-49.
31. Hoskisson, R. E., Eden, L., Chung, M. L. and Wright, M. 2000. Strategy in emerging economies. Academy of Management Journal, 43(3): 249-267.
32. Hsi-Jui Wu, C. 2008. The influence of customer-to-customer interactions and role typology on customer reaction. The Service Industries Journal, 28(10): 1501-1513.
33. Iyer, G., LaPlaca, P. J. and Sharma, A. 2006. Innovation and new product introductions in emerging markets: Strategic recommendations for the Indian market. Industrial Marketing Management, 35(3): 373-382.
34. Javalgi, R. G. and Martin, C. L. 2007. Internationalization of services: identifying the building blocks for future research. Journal of Services Marketing, 21(6): 391-397.
35. Johnson, J. and Tellis, G. J. 2008. Drivers of success for market entry into China and India. Journal of Marketing, 72(3): 1-13.
36. Johanson, J. and Vahlne, J. E. 1990. The mechanism of internationalization. International Marketing Review, 7(4): 11-24.
37. de Jong, J. P.J. and Vermeulen, P. A.M. 2003. Organizing successful new service development: A literature review. Management Decision, 41(9): 844-858.
38. Knight, G. 1999. International services marketing: Review of research, 1980-1988. Journal of Services Marketing, 13(4/5): 347-360.
39. Kristensson, P., Mathing, J. and Johansson, N. 2008. Key strategies for the successful involvement of customers in the co-creation of new technology-based services. International Journal of Services Industry Management, 19(5): 474-491.
40. Magnusson, P. R., Mathing, J. and Kristensson, P. 2003. Managing user involvement in service innovation. Journal of Service Research, 6(2): 111-124.
41. Mathing, J., Kristensson, P., Gustaffsson, A. and Parsuraman, A. 2006. Developing successful technology based services: The issue of identifying and involving innovative users. Journal of Services Marketing, 20(5): 288-297.
42. Matthing, J., Sanden, B. and Edvardsson, B. 2004. New service development: Learning from and with customers. International Journal of Services Industry Management, 15(5): 479-498.
43. McCracken, G. 1988. The long interview, Newbury Park, CA: Sage.
44. Moriarty, R. T. 1983. Industrial buying behaviour, Lexington, MA: Lexington Books.
45. Narayandas, D. and Rangan, K. V. 2004. Building and sustaining buyer seller relationships in mature industrial markets. Journal of Marketing, 68(3): 63-77.
46. Ojasalo, K. 2009. Designing industrial services - what is the roles of customer?. The Business Review, 14(1): 125-131.
47. Ostrom, A.L., Bitner, M.J., Brown, S.J., Burkhard, K.A., Goul, M., Smith-Daniels, V.,. Rabinovich, E. (2010). Moving forward and making a difference: Research priorities for the science of service. Journal of Service Research, 13(1), 4-36
48. Parkinson, S. T. 1982. The role of the user in successful new product development. R&D Management, 12(3): 123-131.
49. Pettigrew, A. M. 1990. Longitudinal field research on change: Theory and practice. Organization Science, 1(3): 267-292.
50. Prahalad, C. K. and Lieberthal, K. 2003. The end of corporate imperialism. Harvard Business Review, 81(8): 109-120.
51. Scheuing, E. E. and Johnson, E. M. 1989. A proposed model for new service development. Journal of Services Marketing, 3(2): 25-35.
52. Spiggle, S. 1994. Analysis and interpretation of qualitative data in consumer research. Journal of Consumer Research, 21: 491-504.
53. Srinivasan, S., Pauwels, K., Silva-Risso, J. and Hanssens, D. 2009. Product innovations, advertising and stock returns. Journal of Marketing, 73(1): 24-43.
54. Stevens, E. and Dimitriadis, S. 2004. New service development through the lens of organizational learning: Evidence form longitudinal case studies. Journal of Business Research, 57: 1074-1084.
55. Storey, C. and Easingwood, C. J. 1993. The impact of the new product development project on the success of financial services. The Service Industries Journal, 13(3): 40-54.
56. Todd, P. R. and Javalgi, R. G. 2007. Internationalization of SMEs in India: Fostering entrepreneurship by leveraging information technology. International Journal of Emerging Markets, 2(2): 166-180.
57. Tortosa-Edo, V., Sánchez-García, J. and Moliner-Tena, M. A. 2010. Internal market orientation and its influence on the satisfaction of contact personnel. The Service Industries Journal, 30(8): 1279-1297.
58. Ulaga, W. and Eggert, A. 2006. Value based differentiation in business relationships: Gaining and sustaining key supplier status. Journal of Marketing, 70(1): 119-136.
59. Van de Ven, A. H. and Huber, G. P. 1990. Longitudinal field research methods for studying the processes of organizational change. Organization Science, 1(3): 213-219.
60. Voss, C. A. 1985. The role of users in the development of application software. Journal of Product Innovation Management, 2: 113-121.
61. Workman, J. P., Homburg, C. and Gruner, K. 1998. Marketing organization: An interactive framework of dimensions and determinants. Journal of Marketing, 62: 21-41.
62. Yin, R. K. 2002. Case study research - design and methods, Newbury Park, CA: Sage.
63. Yli-Renko, H. and Janakiraman, R. 2008. How customer portfolio affects new product development in technology-based entrepreneurial firms?. Journal of Marketing, 72(5): 131-148.