Handbook of Management Scales/New service development process focus

New service development process focus (composite reliability = 0.79; average variance extracted = 0.50)

Description

The authors report a two-stage approach for the development and validation of new multi-item measurement scales reflecting a multidimensional construct called new service development competence. It is operationalized as a multidimensional construct reflected by five complementary dimensions: new service development process focus, market acuity, new service development strategy, new service development culture, and information technology experience.

Definition

New service development competence reflects an organization’s expertise in deploying resources and routines, usually in combination, to achieve a desired new service outcome. New service development process focus represents the availability and use of systematic service development practices and routines.

Items

Our new service/product development efforts are comprised of formal stages of development activities. (0.745)
Our service firm employs standard resources and routines in all new service development projects. (0.493)
Our service firm employs formalized processes for all new service development projects. (0.904)
All new service development projects are planned based on a fixed sequence of development activities. (0.476)

Source

Menor/Roth (2007): New service development competence in retail banking: Construct development and measurement validation. Journal of Operations Management, Vol. 25, No. 4, pp. 825-846.

Comments

Much efforts have been made by the authors in order to ensure that the new scales exhibit sufficient psychometric properties, which make them quite useful. The wording may be changed, because all mean values are lower than the 3 (e.g. "for many new … projects" rather than "for all new … projects"). That might ensure that the data is normal distributed.