Review and Survey of Methods and Techniques in New Service Development Stages
Date Issued
2009
Date
2009
Author(s)
Jou, Yi-Jung
Abstract
Service industry has been the most important source of economic output value now, and new service development (NSD) has become essential for maintain advantage. Following formal stages and processes of service development is helpful for success to NSD. In NSD stages some methods can be used to direct or assist developing, which can help identifying question, better understanding of customer needs and make things have right direction.ur research focus on some common methods, including scenario technology, lead user method, focus group, conjoint analysis, service QFD, FMEA, critical incident technique and SERVQUAL. First, we introduce for which stages these methods are used, operation procedure of methods, question for customer and literature of NSD application. Second, considering previous literature about the main reasons adopted (or not) these methods, adding to key barriers in NSD, conclude important characteristics of methods. These dimensions become the foundation of our classification schema.fter making up important characteristics of methods according to above point of view, we try to understand the situation of methods used in NSD in Taiwan by case study. Now Internet services are very significant, especially websites of electronic commerce and social network such as blog, hence we choose them as target of this research. We attempt to realize whether they adopt some methods, the reason they do and which key consideration they have with regard to some characteristics of methods. By these survey and interviews, we verify the dimensions in our research and address some other key dimensions of methods, and furthermore explore issues about appropriateness of methods.esearch results find the dimensions about characteristics we develop are the service developers concern about. Moreover, we find some other information and further insight regarding what service developers think about using these methods. Finally, we conclude the pattern and appropriateness of Internet service about using and choosing methods.
Subjects
new service development
service engineering
methodology
method
method characteristics
method classification
method comparison
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