Product development for services
Article Abstract:
A review of management concepts used in the development of new products of the services industry is presented. Corporations should take advantage of its product development competencies through the development of product platforms which are robust, flexible and cost-effective. The consolidation of target markets, services platforms and competencies has been discovered to be a strong approach to the development and success of a corporation. Segmentation of a business into major divisions enables management to plan precise service development strategies.
Publication Name: The Academy of Management Executive
Subject: Business, general
ISSN: 0896-3789
Year: 1999
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Service fairness: what it is and why it matters
Article Abstract:
Service fairness is the level of justice in a service company's behavior as perceived by a customer. It is a significant determinant of customer confidence, particularly when the product involved is difficult to evaluate or intangible. Service firms need to exercise fairness to develop customer confidence and subsequently, loyalty. Perceived unfairness can result in positive or negative reactions from customers, which often motivate them to get even with the company.
Publication Name: The Academy of Management Executive
Subject: Business, general
ISSN: 0896-3789
Year: 1998
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Perspective: creating a platform-based approach for developing new services
Article Abstract:
A study of services is presented with emphasis on the development of new services and the renewal of existing ones. The application of platform concepts in the design of services is examined with reference to computer and electronic products.
Publication Name: Journal of Product Innovation Management
Subject: Business, general
ISSN: 0737-6782
Year: 2001
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