Title: The development and validity of new service development scale: using a balanced scorecard approach
Authors: Guoping Wu, Guofeng Gai, Ying Wang
Addresses: School of Business, Northeast Normal University, 2555# Jingyue Street, Changchun, Jilin Province 130117, P.R. China. ' School of Business, Northeast Normal University, 2555# Jingyue Street, Changchun, Jilin Province 130117, P.R. China. ' School of Business, Northeast Normal University, 2555# Jingyue Street, Changchun, Jilin Province 130117, P.R. China
Abstract: New Service Development (NSD) management has emerged as an important topic for service managers and researchers. In achieving long-term NSD success, it is vital that a firm have effective mechanisms for assessing success. This paper, focusing on the performance at programme level, aims to develop a measurement scale for NSD performance within balanced scorecard framework which includes financial performance, customer performance, internal performance, and learning and growth performance. We conduct a scale analysis using survey data collected from a sample of key informants in knowledge-intensive business services and confirm the reliability and validity of the proposed four multi-item scales. The NSD performance scales developed in this research may be used to advance scholarly understanding theory in NSD. Further, these NSD scales may provide a useful diagnostic and benchmarking tool for managers seeking to assess and/or improve their firm|s service innovation expertise.
Keywords: new service development; scales development; balanced scorecards; performance measurement; service managers; researchers; R&D; research and development; financial performance; customer performance; internal performance; learning and growth performance; scale analysis; knowledge intensive services; diagnostics; benchmarking; service innovation; economics; NSD management.
International Journal of Services, Economics and Management, 2010 Vol.2 No.2, pp.137 - 147
Published online: 12 Jan 2010 *Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article