Please use this identifier to cite or link to this item: https://doi.org/10.1109/ICMIT.2012.6225896
Title: A survey of new service development tools
Authors: Jin, D.
Chai, K.-H. 
Wu, C.-C.
Tan, K.-C. 
Keywords: method
new service development
service innovation
technique
tool
Issue Date: 2012
Source: Jin, D.,Chai, K.-H.,Wu, C.-C.,Tan, K.-C. (2012). A survey of new service development tools. 2012 IEEE 6th International Conference on Management of Innovation and Technology, ICMIT 2012 : 725-732. ScholarBank@NUS Repository. https://doi.org/10.1109/ICMIT.2012.6225896
Abstract: This study takes a holistic view on new service development (NSD) tools. A thorough literature review was conducted to identify the commonly used NSD tools, together with their purposes, strengths and weaknesses. We executed a large-scale survey among Singapore financial institutions to offer empirical evidences regarding NSD tools usage patterns, their impacts on NSD performance, and the contingencies on NSD innovativeness. The results showed that: (1) NSD tools are still underutilized in service firms; (2) NSD tools have positive influences on NSD performance; and (3) more tools are adopted when services are new to the firm and new to the customer. © 2012 IEEE.
Source Title: 2012 IEEE 6th International Conference on Management of Innovation and Technology, ICMIT 2012
URI: http://scholarbank.nus.edu.sg/handle/10635/72267
ISBN: 9781467301107
DOI: 10.1109/ICMIT.2012.6225896
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