Handbook of Management Scales/New service development

New service development (composite reliability = 0.80)

Description

The authors follow a two-phased approach to develop multi-item scales that measure dimensions of service orientation in the context of business-to-business e-commerce. Service orientation was conceptualized as a third-order construct comprised of five combinative service competency bundles: service climate; market focus; process management; human resource policy; and metrics and standards.

One of these five second-order dimensions, market focus, consists of three first-order dimensions: market acuity, relationship management, and new service development.

Definition

The ability to create and develop new products/services and enhance existing ones.

Items

We have the ability of rapidly enhancing existing products/services to changing customer requirements. (0.51)
Our company routinely allocates resources for innovating products and services. (0.60)
We have a formal process for systematically including customer requirements in the development of new products/services. (0.61)
Our organizational structure for new product/service development is cross-functional. (0.70)

Source

Oliveira/Roth (2012): Service orientation: The derivation of underlying constructs and measures. International Journal of Operations & Production Management, Vol. 32, No. 2, pp. 156-190.

Comments

The second item was dropped due to low regression weight (or lower than remaining items). The fourth item was dropped due to lack of theoretical support.