SCHAEFER, CHRISTIAN,GEORG (2014) The Impact of Service Complexity on New Service Development – A Contingency Approach. Doctoral thesis, Durham University.
|PDF (DBA Thesis C_Schaefer) - Accepted Version|
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|
|Copyright:||Copyright of this thesis is held by the author|
|Deposited On:||02 Dec 2014 10:56|