University of St.Gallen
research platform alexandria
search publications
browse publications
by person
A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
 
by year

Innovation of product-related services

fulltext etc. no fulltext attached
abstract 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.
   
type journal paper
   
keywords Innovation, New products, Services
   
language English
kind of paper journal article
date of appearance 10-8-2008
journal Managing Service Quality
publisher Emerald
ISSN 0960-4529
volume of journal 18
number of issue 4
page(s) 387 - 404
review double-blind review
   
citation Gebauer, H., Krempl, R., Fleisch, E., & Friedli, T. (2008). Innovation of product-related services. Managing Service Quality, 18(4), 387 - 404.