The Service Industries Journal
Service development in product-service systems: a maturity model
- DOI:
- 10.1080/02642069.2013.747513
Received: 13 Jul 2012
Accepted: 01 Aug 2012
Version of record first published: 28 Nov 2012
Article Views: 10
Abstract
The paper proposes a model for assessing the maturity of new service development (NSD) processes in manufacturing companies that offer product-services. The model adopts a five-stage scale on which key elements are evaluated according to the following dimensions: (1) the approach used to manage processes and projects (2) the use of specific resources, skills and tools (3) the involvement of customers, suppliers and other stakeholders and (4) the adoption of performance management systems. An empirical application of the model was carried out based on an inter-company workshop and in-depth interviews. Such a model allows not only to describe the maturity of NSD processes of a company but also to identify the main gaps and to prioritize improvement actions.
Keywords
- new service development,
- service innovation,
- maturity model,
- case studies,
- product-service systems,
- product-centric companies
- Recommend to:
- A friend
Taylor & Francis Online :: Service development in product-service systems: a maturity model - The Service Industries Journal -
No comments:
Post a Comment