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The Impact of Service Complexity on New Service Development – A Contingency Approach

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
Thesis Date:2014
Copyright:Copyright of this thesis is held by the author
Deposited On:02 Dec 2014 10:56

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