Organizing successful new service development: a literature review

Management Decision

Volumn 41, Issue 9, 2003, Pages 844-858

  Jong, Jeroen P J ^a   Vermeulen, Patrick A M ^b  

^a EIM Group   (Netherlands)

^b ERASMUS UNIVERSITY ROTTERDAM   (Netherlands)

Author keywords

Continuous improvement; Innovation; Organizational culture; Service operations

Indexed keywords

EID: 84986037640     PISSN: 00251747     EISSN: None     Source Type: Journal    
DOI: 10.1108/00251740310491706     Document Type: Review

References (101)

1. Alam, I. and Perry, C. (2002), “A customer-oriented new service development process”, Journal of Services Marketing, Vol. 16 No. 6, pp. 515-534.
2. Anxo, D. and Storrie, D. (2001), The Job Creation Potential of the Service Sector in Europe, EC, Luxembourg.
3. Atuahene-Gima, K. (1996), “Differential potency of factors affecting innovation performance in manufacturing and services firms in Australia”, Journal of Product Innovation Management, Vol. 13 No. 1, pp. 35-52.
4. Avlonitis, G.J. and Papastathopoulou, P.G. (2000), “Marketing communication and product performance: innovative vs non-innovative new retail financial products”, International Journal of Bank Marketing, Vol. 18 No. 1, pp. 27-41.
5. Avlonitis, G.J., Papastathopoulou, P.G. and Gounaris, S.P. (2001), “An empirically-based typology of product innovativeness for new financial services: success and failure scenarios”, The Journal of Product Innovation Management, Vol. 18 No. 5, pp. 324-342.
6. Baden-Fuller, C. and Pitt, M. (1996), Strategic Innovation, Routledge, London.
7. Basu, R. and Green, S.G. (1997), “Leader-member exchange and transformational leadership: an empirical examination of innovative behaviors in leader-member dyads”, Journal of Applied Social Psychology, Vol. 27 No. 6, pp. 477-499.
8. Benders, J. and Vermeulen, P.A.M. (2002), “Too many tools? On problem solving in NPD projects”, International Journal of Innovation Management, Vol. 6 No. 2, pp. 163-185.
9. Bodewes, W.E.J. (2000), Neither Chaos nor Rigidity: An Empirical Study on the Effect of Partial Formalization on Organizational Innovativeness, Dutch University Press, Tilburg.
10. Bortree, W.H. (1991), “Consumer input: the key to new product success”, Bankers Magazine, May/April, pp. 14-20.
11. Bowers, M.R. (1989), “Developing new services: improving the process makes it better”, Journal of Services Marketing, Vol. 3 No. 1, pp. 15-20.
12. Brouwer, E. (1997), “Into innovation: determinants and indicators”, PhD thesis, Drukkerij Elinkwijk bv, University of Amsterdam, Utrecht.
13. Chan, A., Go, F.M. and Pine, R. (1998), “Service innovation in Hong Kong: attitudes and practice”, The Service Industries Journal, Vol. 18 No. 2, pp. 112-124.
14. Chase, R.B., Aquilano, N.J. and Jacobs, F. (1998), Operations Management for Competitive Advantage, McGraw-Hill, Boston, MA.
15. Chryssochoidis, G.M. and Wong, V. (2000), “Service innovation multi-country launch: causes of delays”, European Journal of Innovation Management, Vol. 3 No. 1, pp. 35-44.
16. Cook, D.P., Goh, C.H. and Chung, C.H. (1999), “Service typologies: a state-of-the-art survey”, Production and Operations Management, Vol. 8 No. 3, pp. 318-338.
17. Cooper, R.G. and de Brentani, U. (1991), “New industrial financial services: what distinguishes the winners”, Journal of Product Innovation Management, Vol. 8 No. 2, pp. 75-90.
18. Cooper, R.G. and Edgett, S.J. (1999), Product Development for the Service Sector. Lessons from Market Leaders, Perseus Books, Cambridge, MA.
19. Davison, H., Watkins, T. and Wright, M. (1989), “Developing new personal financial products – some evidence on the role of market research”, International Journal of Bank Marketing, Vol. 7 No. 1, pp. 8-15.
20. De Brentani, U. (1989), “Success and failure in new industrial services”, Journal of Product Innovation Management, Vol. 6, pp. 239-258.
21. De Brentani, U. (1991), “Success factors in developing new business services”, European Journal of Marketing, Vol. 25 No. 2, pp. 33-59.
22. De Brentani, U. (1993), “The new product process in financial services: strategy for success”, International Journal of Bank Marketing, Vol. 11 No. 3, pp. 15-22.
23. De Brentani, U. (2001), “Innovative versus incremental new business services: different keys for achieving success”, Journal of Product Innovation Management, Vol. 18 No. 3, pp. 169-187.
24. De Jong, J.P.J. and Kemp, R. (2001), “Innovatief gedrag van medewerkers in dienstverlenende bedrijven”, M&O: Tijdschrift Voor Management & Organisatie, Vol. 55 No. 5, pp. 5-20.
25. De Jong, J.P.J., Dolfsma, W., Bruins, A. and Meijaard, J. (2002), Innovation in Service Firms Explored: What, How and Why, EIM, Zoetermeer.
26. Debackere, K., van Looy, B. and Papastathopoulou, P. (1998), “Managing innovation in a service environment”, in Ed. van Looy, B., Ed. van Dierdonck, R. and Ed. Gemmel, P. (Eds), Services Management: An Integrated Approach, Financial Times/Pitman Publishing, London, pp. 387-405.
27. Den Hertog, P. (2000), “Knowledge-intensive business services as co-producers of innovation”, International Journal of Innovation Management, Vol. 4 No. 4, pp. 491-528.
28. Drew, S. (1995a), “Accelerating innovation in financial services”, Long Range Planning, Vol. 28 No. 4, pp. 11-21.
29. Drew, S. (1995b), “Strategic benchmarking: innovation practices in financial institutions”, International Journal of Bank Marketing, Vol. 13 No. 1, pp. 4-16.
30. Easingwood, C.J. (1986) “New product development for service companies”, Journal of Product Innovation Management, Vol. 3 No. 4, pp. 264-275.
31. Easingwood, C.J. and Percival, J. (1990), “Evaluation of new financial services”, International Journal of Bank Marketing, Vol. 8 No. 6, pp. 3-8.
32. Edgett, S. (1993), “Developing new financial services within UK building societies”, International Journal of Bank Marketing, Vol. 11 No. 3, pp. 35-43.
33. Edgett, S. (1994), “The traits of successful new service development”, Journal of Services Marketing, Vol. 8 No. 3, pp. 40-49.
34. Edgett, S. (1996), “The new product development process for commercial financial services”, Industrial Marketing Management, Vol. 25 No. 6, pp. 507-515.
35. Edgett, S. and Jones, S. (1991), “New product development in the financial service industry: a case study”, Journal of Marketing Management, Vol. 7 No. 3, pp. 271-284.
36. Edgett, S. and Parkinson, S. (1994), “The development of new financial services. Identifying determinants of success and failure”, International Journal of Service Industry Management, Vol. 5 No. 4, pp. 24-38.
37. Edvardsson, B., Haglund, L. and Mattsson, J. (1995), “Analysis, planning, improvisation and control in the development of new services”, International Journal of Service Industry Management, Vol. 6 No. 2, pp. 24-35.
38. Edvardsson, B., Gustafsson, A., Johnson, M.D. and Sandén, B. (2000), New Service Development and Innovation in the New Economy, Studentliteratur, Lund.
39. Ennew, C., Wong, P. and Wright, M. (1992), “Organisational structures and the boundaries of the firm: acquisition and divestment in financial services”, The Service Industries Journal, Vol. 12 No. 4, pp. 478-497.
40. Evangelista, R. and Savona, M. (1998), “Patterns of innovation in services: the results of the Italian Innovation Survey”, paper presented to the 7th Annual RESER Conference, Berlin, 8-10 October.
41. Fernandez, A.M. (2001), “Innovation processes in an accident and emergency department”, European Journal of Innovation Management, Vol. 4 No. 4, pp. 168-178.
42. Gadrey, J., Gallouj, F. and Weinstein, O. (1995), “New modes of innovation: how services benefit industry”, International Journal of Service Industry Management, Vol. 6 No 3, pp. 4-16.
43. Gallouj, F. and Weinstein, O. (1997), “Innovation in services”, Research Policy, 26, p. 537-556.
44. Gustafsson, A., Ekdahl, F. and Edvardsson, B. (1999), “Customer-focused service development in practice. A case study at Scandinavian Airlines System (SAS)”, International Journal of Service Industry Management, Vol. 10 No 4, pp. 344-358.
45. Hart, S.J. and Service, L.M. (1993), “Cross-functional integration in the new product introduction process: an application of action science in services”, International Journal of Service Industry Management, Vol. 4 No. 3, pp. 50-66.
46. Hellström, C. and Hellström, T. (2002), “Highways, alleys and by-lanes: charting the pathways for ideas and innovation in organizations”, Creativity and Innovation Management, Vol. 11 No. 2, pp. 107-114.
47. Hooley, G. and Mann, S. (1988), “The adoption of marketing by financial institutions”, The Service Industry Journal, Vol. 5 No. 3, pp. 261-272.
48. Howells, J. (2000), “Innovation and services: new conceptual frameworks”, CRIC discussion paper, No. 38, August, University of Manchester, Manchester.
49. Huete, L. and Roth, A.V. (1988), “The industrialization and span of retail banks’ delivery systems”, International Journal of Operations & Production Management, Vol. 8, pp. 46-66.
50. Iwamura, A. and Jog, V.M. (1991), “Innovators, organization structure and management of the innovation process in the securities industry”, Journal of Product Innovation Management, Vol. 8, June, pp. 104-116.
51. Johne, A. (1993), “Insurance product development: managing the changes”, International Journal of Bank Marketing, Vol. 11 No. 3, pp. 5-14.
52. Johne, A. and Davies, R. (2000), “Innovation in medium-sized insurance companies: how marketing adds value”, International Journal of Bank Marketing, Vol. 18 No. 1, pp. 6-14.
53. Johne, A. and Harborne, P. (1985), “How large commercial banks manage product innovation”, International Journal of Bank Marketing, Vol. 3 No. 1, pp. 54-70.
54. Johne, A. and Pavlidis, P. (1996), “How banks apply marketing expertise to develop new derivatives”, Journal of Product Innovation Management, Vol. 13 No. 5, pp. 440-452.
55. Johne, A. and Storey, C. (1998), “New service development: a review of the literature and annotated bibliography”, European Journal of Marketing, Vol. 32 No. 3/4, pp. 184-252.
56. Johne, A. and Vermaak, L. (1993), “Head office involvement in financial product development”, International Journal of Bank Marketing, Vol. 1 No. 3, pp. 28-34.
57. Kandampully, J. (2002) “Innovation as the core competency of a service organization: the role of technology, knowledge and networks”, European Journal of Innovation Management, Vol. 5 No. 1, pp. 18-26.
58. Kay, J. (1993), Foundations of Corporate Success: How Business Strategies Add Value, Oxford University Press, Oxford.
59. Kelly, D. and Storey, C. (2000), “New service development: initiation strategies”, International Journal of Service Industry Management, Vol. 11 No. 1, pp. 45-62.
60. King, N. and Anderson, N. (2002), Managing Innovation and Change: A Critical Guide for Organizations, Thomson, London.
61. Kline, S.J. and Rosenberg, N. (1986), “An overview of innovation”, in Ed. Lindau, R. and Ed. Rosenberg, N. (Eds), The Positive Sum Strategy: Harnessing Technology for Economic Growth, National Academic Press, Washington, DC, pp. 275-305.
62. Klomp, L. and van Leeuwen, G. (1999), The Importance of Innovation for Firm Performance, Statistics Netherlands, Voorburg.
63. Langeard, E., Reffait, P. and Eiglier, P. (1986), “Developing new services”, in Ed. Venkatesan, M., Ed. Schmalensee, D.M. and Ed. Marshall, C. (Eds), Creativity in Services Marketing, American Marketing Association, Chicago, IL, pp. 120-123.
64. Levitt, T. (1981), “Marketing intangible products and product intangibles”, Harvard Business Review, Vol. 59 No. 3, pp. 94-102.
65. Lievens, A. and Moenaert, R.K. (2000a), “Project team communication in financial service innovation”, Journal of Management Studies, Vol. 37 No. 5, pp. 733-766.
66. Lievens, A. and Moenaert, R.K. (2000b), “Communication flows during financial service innovation”, European Journal of Marketing, Vol. 34 No. 9/10, pp. 1078-1110.
67. Lievens, A., Moenaert, R.K. and S’Jegers, R. (1999), “Linking communication to innovation success in the financial services industry: a case study analysis”, International Journal of Service Industry Management, Vol. 10 No. 1, pp. 23-47.
68. Loof, H., Heshmati, A., Asplund, R. and Naas, S.O. (2001), “Innovation and performance in manufacturing industries: a comparison of the Nordic countries”, SSE/EFI working paper, Series in Economics and Finance, No. 457, p. 38.
69. McCabe, D. (2000), “The swings and roundabouts of innovating for quality in UK financial services”, The Service Industries Journal, Vol. 20 No. 4, pp. 1-20.
70. Martin, C.R. and Horne, D.A. (1993), “Services innovation: successful versus unsuccessful firms”, International Journal of Service Industry Management, Vol. 4 No. 1, pp. 48-64.
71. Martin, C.R. and Horne, D.A. (1995), “Level of success inputs for service innovations in the same firm”, International Journal of Service Industry Management, Vol. 6 No. 4, pp. 40-56.
72. Martin, C.R., Horne, D.A. and Schultz, A.M. (1999), “The business-to-business customer in the service innovation process”, European Journal of Innovation Management, Vol. 2 No. 2, pp. 55-62.
73. Meyer, M.H. and De Tore, A. (2001), “Perspective: creating a platform-based approach for developing new services”, Journal of Product Innovation Management, Vol. 18 No. 3, pp. 188-204.
74. Narver, J.C. and Slater, F.S. (1990), “The effect of a market orientation on business profitability”, Journal of Marketing, Vol. 54, October, pp. 20-35.
75. Nijhof, A., Krabbendam, K. and Looise, J.K. (2002), “Innovation through exemptions: building upon the existing creativity of employees”, Technovation, Vol. 22 No. 11, pp. 675-683.
76. OECD (2000), Promoting Innovation and Growth in Services, Organisation for Economic Co-operation and Development, Paris.
77. Preissl, B. (1998), “Barriers to innovation in services”, SI4S No. 2, STEP Group, Oslo, available at: www.step.no/old/Projectarea/si4s/papers/topical/si4s02.pdf.
78. Reidenbach, R.E. and Moak, D.L. (1986), “Exploring retail bank performance and new product development: a profile of industry practices”, Journal of Product Innovation Management, Vol. 3 No. 3, pp. 187-194.
79. Scarbrough, H. and Lannon, R. (1989), “The management of innovation in the financial services sector: a case study”, Journal of Marketing Management, Vol. 5 No. 1, pp. 51-62.
80. Scheuing, E.E. and Johnson, E.M. (1989a), “A proposed model for new service development”, Journal of Services Marketing, Vol. 3 No. 2, pp. 25-34.
81. Scheuing, E.E. and Johnson, E.M. (1989b), “New product development and management in financial institutions”, International Journal of Bank Marketing, Vol. 7 No. 2, pp. 17-21.
82. Schneider, B. and Bowen, D.E. (1984), “New service design, development and implementation and the employee”, in Ed. George, W.R. and Ed. Marshall, C.E. (Eds), Developing New Services, American Marketing Association, Chicago, IL, pp. 82-101.
83. Shane, S.A. (1994), “Are champions different from non-champions?”, Journal of Business Venturing, Vol. 9 No. 5, pp. 397-421.
84. Soete, L. and Miozzo, M. (1989), “Trade and development in services: a technological perspective”, Working paper No. 89-031, Merit, Maastricht.
85. 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, Vol. 13 No. 3, pp. 40-54.
86. Storey, C. and Easingwood, C.J. (1996), “Determinants of new product performance: a study in the financial services sector”, International Journal of Service Industry Management, Vol. 7 No. 1, pp. 32-55.
87. Sundbo, J. (1997), “Management of innovation in services”, The Service Industries Journal, Vol. 17 No. 3, pp. 432-455.
88. Sundbo, J. (1998), The Organization of Innovation in Services, Roskilde University Press, Roskilde.
89. Teixeira, D. and Ziskin, J. (1993), “Achieving quality with customer in mind”, Bankers Magazine, January/February, pp. 29-35.
90. Terrill, C.A. (1992) “The ten commandments of new service development” Management Review, February, pp. 24-27.
91. Tether, B.S. and Metcalfe, J.S. (2001), “Services and systems of innovation”, paper presented at DRUID 2002.
92. Thwaites, D. (1992), “Organisational influences on the new product development process in financial services”, Journal of Product Innovation Management, Vol. 9 No. 4, pp. 303-313.
93. Thwaites, D. and Edgett, S. (1991), “Aspects of innovation in a turbulent market environment: empirical evidence from UK building societies”, The Service Industries Journal, Vol. 11 No. 3, pp. 346-361.
94. Van de Ven, A. (1986), “Central problems in the management of innovation”, Management Science, Vol. 32, May, pp. 590-607
95. Van der Aa, W. (2000), Organisatorische innovaties en groeistrategieën van dienstverlenende bedrijven, EUR, Rotterdam.
96. Van der Aa, W. and Elfring, T. (2002), “Realizing innovation in services”, Scandinavian Journal of Management, Vol. 18 No. 2, pp. 155-171.
97. van Dijk, C. and van den Ende, J. (2002), “Suggestion systems. Transferring employee creativity into practicable ideas”, R&D Management, Vol. 32 No. 5, pp. 387-395.
98. Vermeulen, P.A.M. (2001), Organizing Product Innovation in Financial Services, University Press, Nijmegen.
99. Vermeulen, P.A.M. and Dankbaar, B. (2002), “The organisation of product innovation in the financial sector”, The Service Industries Journal, Vol. 22 No. 3, pp. 77-98.
100. Zaltman, G., Duncan, R. and Holbek, J. (1973), Innovations and Organizations, John Wiley & Sons, New York, NY.
101. Zeithaml, V.A. (1981), “How consumer evaluation processes differ between goods and services”, in Ed. Donnelly, J.H. and Ed. George, W.R. (Eds), Marketing of Services, American Marketing Association, Chicago, IL.