Innovation of product-related services

Item Type Journal paper

Purpose - This paper aims to answer the following two research questions: "What antecedents are required for the innovation of product-related services?" and "How do the antecedents differ for product-related services developed during the product development process or during the product usage?"
Design/methodology/approach - A multi-case research design was employed.
Findings - Involvement of frontline employees, information sharing, multifunctional teams, funnel tools, information technology, internal organization, and training and education have a similar impact on the success of integrated and separated service innovations. Presence of service champion, autonomy of employees, market testing, and market research have a positive effect on separated, but a negative impact on integrated service innovations. The strategic focus, external contacts, availability of resources, and management support are positively associated with both innovation types, but their importance is essentially higher for separated than for integrated product-related service innovations.
Research limitations/implications - The external validity (generalizability) of the antecedents could not be assessed accurately.
Practical implications - The explanation of antecedents forms a model that can guide managers who wish to develop product-related services successfully.
Originality/value - The findings imply that managers contemplating a product-related service innovation project have to consider the innovation type (integrated or separated) and reframe the antecedents accordingly.

Authors Gebauer, Heiko; Krempl, Regine; Fleisch, Elgar & Friedli, Thomas
Journal or Publication Title Managing Service Quality
Language English
Keywords Innovation, New products, Services
Subjects business studies
HSG Classification contribution to scientific community
Refereed Yes
Date 10 August 2008
Publisher Emerald
Place of Publication Bingley
Volume 18
Number 4
Page Range 387-404
Number of Pages 18
ISSN 0960-4529
ISSN-Digital 1758-8030
Publisher DOI 10.1108/09604520810885626
Depositing User Heiko Gebauer
Date Deposited 10 Aug 2008 22:50
Last Modified 23 Aug 2016 11:04


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Gebauer, Heiko; Krempl, Regine; Fleisch, Elgar & Friedli, Thomas (2008) Innovation of product-related services. Managing Service Quality, 18 (4). 387-404. ISSN 0960-4529

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