国外新服务开发研究现状述评与趋势展望
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外国经济与管理 2012 年 第 34 卷第 01 期, 页码：36 - 45
摘要
参考文献
摘要
新服务开发是现代服务业进行创新的重要活动,不仅关系到相关服务企业的利润,而且直接影响到国家的经济发展水平。本文以新服务的定义和观测单元,以及新服务开发的定义和类型、过程、绩效维度划分和测量、绩效前因为框架,依次述评了国外学者的研究成果,并基于当今的网络时代背景指出了新服务开发的发展趋势及潜藏的研究机会,目的在于为我国学者了解国外新服务开发理论研究的现状及发展趋势提供参考,尤其为我国企业开展相关活动提供启示。
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[3]Bettencourt L A.Service innovation:How to go from customerneeds to breakthrough services[M].(1st Ed.).New York:McGraw-Hill,2010:27-45.
[4]Bitran G and Pedrosa L.A structured product developmentperspective for service operations[J].European ManagementJournal,1998,16(2):169-189.
[5]Booz A and Booz H.New products management for the 1980s[M].(1st Ed.).Englewood Cliffs,New Jersey:Prentice-Hall,1982:1-24.
[6]Cohen M A,et al.An analysis of several new product per-formance metrics[J].Manufacturing&Service OperationsManagement,2000,2(4):337-349.
[7]Cooper R G,et al.What distinguishes the top performingnew products in financial services?[J].Journal of ProductInnovation Management,1994,11(4):281-299.
[8]Cooper R G and Edgett S L.Product development for theservice sector-lessons from market leaders[M].(1st Ed.).Cambridge,MA:Perseus Books,1999:16-26.
[9]Deszca G,et al.Developing breakthrough products:Challen-ges and options for market assessment[J].Journal of Opera-tions Management,1999,17(6):613-630.
[10]Edvardsson B and Olsson L.Key concepts for new servicedevelopment[J].Service Industry Journal,1996,16(2):140-164.
[11]Edvardsson B,et al.Involving customers in new service de-velopment[M].(1st Ed.).London:Imperial College Press,2006:16-66.
[12]Fitzsimmons J A and Fitzsimmons M J.Service management[M].(3rd Ed.).New York:McGraw-Hill,2001:25-39.
[13]Froehle C,et al.Antecedents of new service development ef-fectiveness:An exploratory examination of strategic opera-tions choices[J].Journal of Service Research,2000,3(1):3-17.
[14]Froehle C and Roth A.A resource-process framework ofnew service development[J].Production and OperationsManagement,2007,16(2):169-188.
[15]Gallouj F and Weinstein O.Innovation in services[J].Re-search Policy,1997,26(2):537-556.
[16]Hassan H S,et al.Recent advances in e-service in the publicsector:State of the art and future trends[J].BusinessProcess Journal,2011,17(3):526-545.
[17]Johne A and Storey C.New service development:A reviewof the literature and annotated bibliography[J].EuropeanJournal of Marketing,1998,32(3/4):184-251.
[18]Johnson S P,et al.A critical evaluation of the new service de-velopment process:integrating service innovation and servicedesign[A].Fitzsimmons J A and Fitzsimmons M J(Eds.).New service development-Creating memorable experiences[C].Thousand Oaks,CA:Sage Publications,2000:1-32.
[19]Langeard E,et al.Developing new services[A].VenkatesanM,et al(Eds.).Creativity in services marketing:What isnew,what works,what is developing[C].Chicago,IL:A-merican Marketing Association,1986:20-31.
[20]Menor L J,et al.New service development:Areas for ex-ploitation and exploration[J].Journal of Operations Man-agement,2002,20(2):135-157.
[21]Menor L J and Roth A V.New service development compe-tence in retail banking:Construct development and measure-ment validation[J].Journal of Operations Management,2007,25(4):825-846.
[22]Menor L J and Roth A V.New service development compe-tence and performance:An empirical investigation in retailbanking[J].Production and Operations Management,2008,17(3):267-284.
[23]Riedl C,et al.New service development for electronic servi-ces-A literature review[A].Proceedings of the FifteenthAmericas Conference on Information Systems[C].San Fran-cisco:Association for Information Systems,2009:1-9.
[24]Scheuing E and Johnson E A.A proposed model for newservice development[J].Journal of Service Marketing,1989,3(2):25-34.
[25]Schneider B and Bowen D.Winning the service game[M].(1st Ed.).Boston,MA:Harvard Business School,1995:11-28.
[26]Tatikonda M V.Design-for-assembly:A critical methodologyfor product reengineering and new product development[J].Production and Inventory Management Journal,1994,35(1):31-38.
[27]Tatikonda M V and Zeithaml A.Managing the new servicedevelopment process:Multi-disciplinary literature synthesisand directions for future research[A].Boone T and Ganes-han R(Eds.).New Directions in supply-chain management:Technology,strategy and implementation[C].New York:American Management Association,2001:35-50.
[28]Voss C,et al.Measurement of innovation and design per-formance in services[J].Design Management Journal,1992,(Win.):40-46.
[29]Voss C A and Hsuan J.Service architecture and modularity[J].Decision Sciences,2009,40(3):541-569.
[30]Zhou Q and Tan K C.A bibliographic analysis of the litera-ture on new service development[R].Proceedings of the 4thIEEE International Conference on Management of Innovation&Technology,Bangkok:IEEE Singapore Section and IEEETechnology Management Council,2008:21-24.
引用本文
李雷, 赵先德, 杨怀珍. 国外新服务开发研究现状述评与趋势展望[J]. 外国经济与管理, 2012, 34(1): 36–45.
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