The DOI matches its Crossref record; 69 of the 69 references it cites were found in a registry or an index.
A customer‐oriented new service development process
Abstract
The purpose of this research is to answer the question: how can a new service development (NSD) program in the financial services industry be managed? More specifically, this research has two objectives: to explore the stages in the NSD process; and to explore how customer input may be obtained in the various stages of the development process. After a review of the new product development literature, the case study methodology involving in‐depth interviews with managers and their customers is described. Analysis of the data showed that there were ten stages in the NSD process, and whether those stages were managed linearly or sequentially was a function of the size of the firm. In addition, how NSD managers obtained customer input in each stage, was uncovered. Implications for NSD managers include which stages to concentrate on, and how to capture customer input.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
(1984) · Cited by 81,983
(1990) · Cited by 24,217
Building Theories from Case Study Research
Eisenhardt, K. M. (1989) · The Academy of Management Review · doi:10.2307/258557 · Cited by 17,455
The Effect of a Market Orientation on Business Profitability
Narver, J. C., & Slater, S. F. (1990) · Journal of Marketing · doi:10.1177/002224299005400403 · Cited by 7,947
Case Study Research in Education : A Qualitative Approach
Merriam, S. B. (1991) · Bibliothèque et Archives nationales du Québec (Québec government) · Cited by 5,699
von Hippel, E. (2007) · Das Summa Summarum des Management · doi:10.1007/978-3-8349-9320-5_10 · Cited by 5,098
Market Orientation: Antecedents and Consequences
Jaworski, B. J., & Kohli, A. K. (1993) · Journal of Marketing · doi:10.1177/002224299305700304 · Cited by 4,343
Market Orientation: The Construct, Research Propositions, and Managerial Implications
Kohli, A. K., & Jaworski, B. J. (1990) · Journal of Marketing · doi:10.1177/002224299005400201 · Cited by 4,107
Corporate Culture, Customer Orientation, and Innovativeness in Japanese Firms: A Quadrad Analysis
Deshpandé, R., Farley, J. U., & Webster, F. E. (1993) · Journal of Marketing · doi:10.1177/002224299305700102 · Cited by 3,861
Problems and Strategies in Services Marketing
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985) · Journal of Marketing · doi:10.1177/002224298504900203 · Cited by 2,814
Cited by
Identifying Customer Needs from User-Generated Content
Timoshenko, A., & Hauser, J. R. (2019) · Marketing Science · doi:10.1287/mksc.2018.1123 · Cited by 513
Salunke, S., Weerawardena, J., & McColl-Kennedy, J. R. (2019) · Industrial Marketing Management · doi:10.1016/j.indmarman.2018.07.004 · Cited by 258
The impact of service innovation on firm performance: a meta-analysis
Feng, C., Ma, R., & Jiang, L. (2021) · Journal of Service Management · doi:10.1108/josm-03-2019-0089 · Cited by 125
Organisational Capabilities for Customer Participation in Health Care Service Innovation
Sharma, S., Conduit, J., & Rao Hill, S. (2014) · Australasian Marketing Journal · doi:10.1016/j.ausmj.2014.08.002 · Cited by 103
Trabucchi, D., & Buganza, T. (2022) · European Journal of Innovation Management · doi:10.1108/ejim-11-2020-0467 · Cited by 83
Metadata
- Authors
- Alam, I., & Perry, C.
- Venue
- Journal of Services Marketing
- Publisher
- Emerald
- Published
- 2002-11-01
- Volume
- 16
- Issue
- 6
- Pages
- 515-534
- ISSN
- 0887-6045 (ISSN-L)
- OpenAlex
- W2032832502
- Cited by
- 600
- References
- 69
- FWCI
- 28.09
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: A customer‐oriented new service development process. https://app.cochat.ai/papers/10.1108/08876040210443391
- The paper
- Alam, I., & Perry, C. (2002). A customer‐oriented new service development process. Journal of Services Marketing. https://doi.org/10.1108/08876040210443391
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
