The development and validity of new service development scale: using a balanced scorecard approach

Guoping Wu, Guofeng Gai and Ying Wang

International Journal of Services, Economics and Management, 2010, vol. 2, issue 2, 137-147

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. (search for similar items in EconPapers)
Date: 2010
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Persistent link: https://EconPapers.repec.org/RePEc:ids:injsem:v:2:y:2010:i:2:p:137-147

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