SCHAEFER, CHRISTIAN,GEORG (2014) The Impact of Service Complexity on New Service Development – A Contingency Approach. Doctoral thesis, Durham University.
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Abstract
This dissertation explores the limitations and impact on performance of applying formalised NPD processes in service innovation. Hypotheses build on a structural framework of organisational factors, which have been linked to successful product innovation but have not been consistently supported in a service context. Evidence is presented for a moderating influence of service complexity on the relationship between factors relating to NSD process organisation and new service performance. The findings create a link between product and service innovation and demonstrate that whereas complex new services benefit from formalised development processes and structure, services with lower complexity do not.
| Item Type: | Thesis (Doctoral) |
|---|---|
| Award: | Doctor of Business Administration |
| Keywords: | New Service Development, Innovation, Organisational Complexity |
| Faculty and Department: | Faculty of Social Sciences and Health > Economics, Finance and Business, School of |
| Thesis Date: | 2014 |
| Copyright: | Copyright of this thesis is held by the author |
| Deposited On: | 02 Dec 2014 10:56 |
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