New Service Development Performance Using a Balanced Scorecard Approach: Scales Development and Validation
New service development (NSD) management has emerged an important topic for service managers and researchers. In achieving long-term NSD success, it is vital that a firm have effective mechanisms for assessing success. This paper, focusing on the performance on program-level, aims to develop a measurement scale for NSD performance within balanced scorecard framework which includes financial performance, customer performance, internal performance, and learning and growth performance. We conduct a scale analysis using survey data collected from a sample of key informants in knowledge intensive business services and confirm the reliability and validity of the proposed four multi-item scales. The NSD performance scales developed in this research may be used to advance scholarly understanding theory in NSD. Further, these NSD scales may provide a useful diagnostic and benchmarking tool for managers seeking to assess and/or improve their firms service innovation expertise.
new service development scales development balanced scorecard performance measurement
Shunzhong Liu
School of Business, Northeast Normal University, P.R.China
国际会议
第八届武汉电子商务国际会议(The Eighth Wuhan International Conference on E-Business)
武汉
英文
2575-2580
2009-05-30（万方平台首次上网日期，不代表论文的发表时间）