Employee Collaboration, Learning Orientation, and New Service Development Performance

Journal of Service Research

Volumn 16, Issue 1, 2013, Pages 67-81

  Melton, Horace L ^a   Hartline, Michael D ^b  

^a ILLINOIS STATE UNIVERSITY   (United States)

^b FLORIDA STATE UNIVERSITY   (United States)

Author keywords

cross functional teams; frontline employees; learning orientation; mediation; new service development performance; NSD process; service dominant logic; success factors

Indexed keywords

EID: 84874090356     PISSN: 10946705     EISSN: 15527379     Source Type: Journal    
DOI: 10.1177/1094670512462139     Document Type: Review

References (71)

1. Alam Ian."An Exploratory Investigation of User Involvement in New Service Development,".Journal of the Academy of Marketing Science. 2002;30 (3): 250-261.
2. Ancona Deborah Gladstein,Caldwell David F."Demography and Design: Predictors of New Product Development Performance,".Organization Science. 1992;3 (3): 321-341.
3. Anderson James C.,Gerbing David."Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach,".Psychological Bulletin. 1988;103 (3): 411-423.
4. Armstrong J. Scott,Overton Terry S."Estimating Nonresponse Bias in Mail Surveys,".Journal of Marketing Research. 1977;14 (3): 396-402.
5. Atuahene-Gima K."Differential Potency of Factors Affecting Innovation Performance in Manufacturing and Services Firms in Australia,".Journal of Product Innovation Management. 1996;13 (1): 35-52.
6. Baker William E.,Sinkula James M."Does Market Orientation Facilitate Balanced Innovation Programs? An Organizational Learning Perspective,".Journal of Product Innovation Management. 2007;24 (4): 316-334.
7. Baker William E.,Sinkula James M."Market Orientation, Learning Orientation and Product Innovation: Delving into the Organization's Black Box,".Journal of Market - Focused Management. 2002;5 (1): 5-23.
8. Baker William E.,Sinkula James M."The Synergistic Effect of Market Orientation and Learning Orientation on Organizational Performance,".Academy of Marketing Science Journal. 1999;27 (4): 411-427.
9. Baron R. M.,Kenny D. A."The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations,".Journal of Personality and Social Psychology. 1986;51 (6): 1173-1182.
10. Brown Shona L.,Eisenhardt Kathlenn M."Product Development: Past Research, Present Findings, and Future Directions,".Academy of Management Review. 1995;20 (2): 343-378.
11. Calantone Roger J.,Tamer Cavusgila S.,Zhao Yushan."Learning Orientation, Firm Innovation Capability, and Firm Performance,".Industrial Marketing Management. 2002;31 (6): 515-524.
12. Cook Colleen,Heath Fred,Thompson Russell L."A Meta-analysis of Response Rates in Web- or Internet-based Surveys,".Educational and Psychological Measurement. 2000;60 (6): 821-836.
13. Cooper Robert G."Developing New Products on Time, in Time,".Research Technology Management. 1995;38 (5): 49-57.
14. De Brentani Ulrike."Innovative Versus Incremental New Business Services: Different Keys for Achieving Success,".Journal of Product Innovation Management. 2001;18 (3): 169-187.
15. De Brentani Ulrike."Success Factors in Developing New Business Services,".European Journal of Marketing. 1991;25 (2): 33-59.
16. de Jong,P. J. Jeroen,Vermeulen Patrick A. M."Organizing Successful New Service Development: A Literature Review,".Management Decision. 2003;41 (9): 844-858.
17. De Luca,Luigi M.,Atuahene-Gima Kwaku."Market Knowledge Dimensions and Cross-Functional Collaboration: Examining the Different Routes to Product Innovation Performance,".Journal of Marketing. 2007;71 (1): 95-112.
18. Djellal Faridah,Gallouj Faýz."Innovation in Hospitals: A Survey of the Literature,".European Journal of Health Economics. 2007;8 (3): 181-193.
19. Droege Henning,Hildebrand Dagmar,Heras Forcada Miguel A."Innovation in Services: Present Findings, and Future Pathways,".Journal of Service Management. 2009;20 (2): 131-155.
20. Edmondson Amy."Psychological Safety and Learning Behavior in Work Teams,".Administrative Science Quarterly. 1999;44 (2): 350-383.
21. Edmondson Amy C.,Nembhard Ingrid M."Product Development and Learning in Project Teams: The Challenges Are the Benefits,".Journal of Product Innovation Management. 2009;26 (2): 123-138.
22. Fornell Claes,Larcker David F."Evaluating Structural Equation Models with Unobserved Variables and Measurement Error,".Journal of Marketing Research. 1981;18 (February): 39-50.
23. Froehle Craig M.,Roth Aleda V."A Resource-process Framework of New Service Development,".Production and Operations Management. 2007;16 (2): 169-188.
24. Froehle Craig M.,Roth Aleda V.,Chase Richard B.,Voss Christopher A."Antecedents of New Service Development Effectiveness: An Exploratory Examination of Strategic Operations Choices,".Journal of Service Research. 2000;3 (1): 3-17.
25. Hair Joseph F.,Black William C.,Babin Barry J.,Anderson Rolph E.,Tatham Ronald L.Multivariate Data Analysis. 2006), Multivariate Data Analysis, 6th ed. Upper Saddle River, NJ: Prentice Hall.Upper Saddle River, NJ: Prentice Hall; 2006:.
26. Henard David H.,Szymanski David M."Why Some New Products Are More Successful Than others,".Journal of Marketing Research. 2001;38 (August): 362-375.
27. HornMichael (2012), "Education Innovation Heats Up in the Desert,"(accessed August 4, 2012), [available athttp://www.forbes.com/sites/michaelhorn/2012/04/19/education-innovation-heats-up-in-the-desert/].
28. Hu L.,Bentler P. M."Cutoff Criteria for Fit Indexes in Covariance Structure Analysis: Conventional Criteria versus New Alternatives,".Structural Equation Modeling. 1999;6 (1): 1-55.
29. Huth TobiasOrganizing Cross-functional New Product Development Projects: The Phase-specific Effects of Organizational Antecedents. Wiesbaden, Germany: Gabler-Verlag; 2008:.
30. Jagpal Harsharanjeet S."Multicollinearity in Structural Equation Models with Unobservable Variables,".Journal of Marketing Research. 1982;19 (4): 431-439.
31. Johne Axel,Storey Chris."New Service Development: A Review of the Literature and Annotated Bibliography,".European Journal of Marketing. 1998;32 ((3/4)): 184-251.
32. Johnson Susan Paul,Menor Larry J.,Roth Aleda V.,Chase Richard B.New Service Development: Creating Memorable Experiences. Fitzsimmons James A.Fitzsimmons Mona J., ed. Thousand Oaks, CA: Sage; 2000:1-32.
33. Keller Robert T."Cross-functional Project Groups in Research and New Product Development: Diversity, Communications, Job Stress, and Outcomes,".Academy of Management Journal. 2001;44 (3): 547-555.
34. Keskin Halit."Market Orientation, Learning Orientation, and Innovation Capabilities in SMEs: An Extended Model,".European Journal of Innovation Management. 2006;9 (4): 396-417.
35. Kessler Eric H.,Chakrabarti Alok K."Innovation Speed: A Conceptual Model of Context, Antecedents, and Outcomes,".Academy of Management Review. 1996;21 (4): 1143.
36. Larson Erik W.,Gobeli David H."Matrix Management: Contradictions and Insights,".California Management Review. 1987;29 (4): 126-138.
37. Ledwith Ann,O'Dwyer Michele."Product Launch, Product Advantage and Market Orientation in SMEs,".Journal of Small Business and Enterprise Development. 2008;15 (1): 96-110.
38. Lindell Michael K.,Whitney David J."Accounting for Common Method Variance in Cross-sectional Research Designs,".Journal of Applied Psychology. 2001;86 (1): 114-121.
39. Lovelace Kay,Shapiro Debra L.,Weingart Laurie R."Maximizing Cross-functional New Product Teams' Innovativeness and Constraint Adherence: A Conflict Communications Perspective,".Academy of Management Journal. 2001;44 (4): 779-793.
40. Lusch Robert F.,Vargo Stephen L.,Matthew M. O'Brien."Competing through Service: Insights from Service-Dominant Logic,".Journal of Retailing. 2007;83 (1): 5-18.
41. Macho Siegried,Ledermann Thomas."Estimating, Testing, and Comparing Specific Effects in Structural Equation Models: The Phantom Model Approach,".Psychological Methods. 2011;16 (1): 34-43.
42. Madhavan Ravindranath,Grover Rajiv."From Embedded Knowledge to Embodied Knowledge: New Product Development as Knowledge Management,".Journal of Marketing. 1998;62 (4): 1-12.
43. Malhotra Naresh K.,Kim Sung S.,Patil Ashutosh."Common Method Variance in IS Research: A Comparison of Alternative Approaches and a Reanalysis of Past Research,".Management Science. 2006;52 (12): 1865-1883.
44. Martin Claude R,Horne David A."Level of Success Inputs for Service Innovations in the Same Firm,".Journal of Service Management. 1995;6 (4): 40-56.
45. Maxwell Scott E.,Cole David A."Bias in Cross-Sectional Analyses of Longitudinal Mediation,".Psychological Methods. 2007;12 (1): 23-44.
46. Melancon Joanna Phillips,Griffith David A.,Noble Stephanie M.,Chen Qimei."Synergistic Effects of Operant Knowledge Resources,".Journal of Services Marketing. 2010;24 (5): 400-411.
47. Melton Horace L.,Hartline Michael D."Customer and Frontline Employee Influence on New Service Development Performance,".Journal of Service Research. 2010;13 (4): 411-425.
48. Moorman Christine."Organizational Market Information Processes: Cultural Antecedents and New Product Outcomes,".Journal of Marketing Research. 1995;32 (August): 318-335.
49. Nunnally J.Psychometric Theory. New York, NY: McGraw-Hill; 1978:.
50. Ordanini Andrea,Parasuraman A."Service Innovation Viewed Through a Service-dominant Logic Lens: A Conceptual Framework and Empirical Analysis,".Journal of Service Research. 2011;14 (1): 3-23.
51. Ottenbacher Michael,Gnoth Juergen,Jones Peter."Identifying Determinants of Success in Development of New High-contact Services,".International Journal of Service Industry Management. 2006;17 (4): 344-363.
52. Patrício Lia,Fisk Raymond P.,Cunha João Falcão e,Constantine Larry."Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting,".Journal of Service Research. 2011;14 (2): 180-200.
53. Payne Adrian F.,Storbacka Kaj,Frow Pennie."Managing the Co-creation of Value,".Journal of the Academy of Marketing Science. 2008;36 (1): 83-96.
54. Podsakoff Philip M.,MacKenzie Scott B.,Lee Jeong-Yeon,Podsakoff Nathan P."Common Methods Biases in Behavioral Research: A Critical Review of the Literature and Recommended Remedies,".Journal of Applied Psychology. 2003;88 (October): 879-903.
55. Preacher Kristopher J.,Hayes Andrew F."Asymptotic and Resampling Strategies for Assessing and Comparing Indirect Effects in Multiple Mediator Models,".Behavior Research Methods. 2008;40 (3): 879-891.
56. Rindfleisch Aric,Malter Alan J.,Ganesan Shankar,Moorman Christine."Cross-Sectional Versus Longitudinal Survey Research: Concepts, Findings, and Guidelines,".Journal of Marketing Research. 2008;45 (3): 261-279.
57. RiveroJustine (2012), "10 Financial Innovations That Make Your Life Easier in 2012,"(accessed August 4, 2012), [available athttp://www.forbes.com/sites/moneywisewomen/2012/01/10/10-financial-innovations-that-make-your-life-easier-in-2012/].
58. Roberts Edward B."Benchmarking the Strategic Management of Technology II,".Research Technology Management. 1995;38 (2): 18-26.
59. Schneider Benjamin,Bowen DavidDeveloping New Services. William R. GeorgeClaudia Marshall E., ed. Chicago, IL: American Marketing Association; 1984:82-101.
60. Sethi Rajesh,Smith Daniel C.,Whan Park C."Cross-functional Product Development Teams, Creativity, and the Innovativeness of New Consumer Products,".Journal of Marketing Research. 2001;38 (1): 73-85.
61. Sherwood Arthur Lloyd,Covin Jeffrey G."Knowledge Acquisition in University-Industry Alliances: An Empirical Investigation from a Learning Theory Perspective,".Journal of Product Innovation Management. 2008;25 (2): 162-179.
62. Sinkula James M.,Baker William E.,Noordewier Thomas."A Framework for Market-based Organizational Learning: Linking Values, Knowledge, and Behavior,".Academy of Marketing Science Journal. 1997;25 (4): 305-318.
63. Stevens Eric,Dimitriadis Sergios."Managing the New Service Development Process: Towards a Systemic Model,".European Journal of Marketing. 2005;39 ((1/2)): 175-198.
64. Tajeddini Kayhan."The Impact of Learning Orientation on NSD and Hotel Performance: Evidence from the Hotel Industry in Iran,".Education, Business and Society: Contemporary Middle Eastern Issues. 2009;2 (4): 262-275.
65. Troy Lisa C.,Hirunyawipada Tanawat,Paswan Audhesh K."Cross-Functional Integration and New Product Success: An Empirical Investigation of the Findings,".Journal of Marketing. 2008;72 (November): 132-146.
66. Umashankar Nita,Srinivasan Raji,Hindman Dustin."Developing Customer Service Innovations for Service Employees: The Effects of NSD Characteristics on Internal Innovation Magnitude,".Journal of Service Research. 2011;14 (2): 164-179.
67. Vargo Stephen L.,Lusch Robert F."Service-dominant Logic: Continuing the Evolution,".Journal of the Academy of Marketing Science. 2008;36 (1): 1-10.
68. Vargo Stephen L.,Lusch Robert F."Evolving to a New Dominant Logic for Marketing,".Journal of Marketing. 2004;68 (January): 1-17.
69. Wurst K.Zusammenarbeit in Innovativen Multi-team Projekten, Wiesbaden. 2001;:.
70. Zeithaml Valarie, A.,Parasuraman A.,Berry Leonard L.Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: Free Press; 1990:.
71. Zhao Xinshu,Lynch John G,Chen Qimei."Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis,".Journal of Consumer Research. 2010;37 (August): 197-206.