A Balanced Scorecard Framework of New Service Development Performance

摘要：

The purpose of this study is to provide a theoretical framework reflecting new service development performance. Data were collected via face-to-face interviews with KIBS managers knowledgeable about new service development in their organization and researchers specialized in innovation and service management. New service development performance is conceptualized as a multidimensional construct reflected by the following complementary first-order dimensions: financial performance, customer performance, internal performance, and learning and growth performance. This study contributes to new service development management research by providing a set of valid and reliable operational measures, which are expected to help researchers in theory testing.

关键词： Framework Performance Measure

作者: Shunzhong Liu Limin Rong

作者单位: School of Business,Northeast Normal University,Changchun,Jilin,P.R China,130117

会议类型: 国际会议

会议名称: 2009 6th International Conference on Service Systems and Service Management( 2009 第六届服务系统与服务管理国际会议)

会议地点: 厦门

会议语种:英文

页码: 92-97

在线出版日期: 2009-06-08（万方平台首次上网日期，不代表论文的发表时间）