The Impact of Front-Back-Office Operation on New Service Development

摘要：

With the development of Chinese service,there is an accelerating trend of the separation of front-backoffice (FBO),which has become the consensus of most service firms.We focus on the impacts of FBO on new serviqe development (NSD) in this paper.Based on the key points on NSD,we discussed the impacts on NSD process (concept stage,development stage,and commercialization stage),on the successful factors (resources allocation,internal marketing,technical support,and other stakeholders),and on NSD performance,respectively.The conclusion is that the front office (FO) plays a significant role,including the collecting of customer need and the marketing of new service during the process of NSD.Meanwhile,the cost of communication between the FO and the back office (BO) will increase also.

关键词： front-back-office New service development Operation Resource

作者: LI Jinghua MA Xin

作者单位: Zhejiang Gongshang University,P.R.China

会议类型: 国际会议

会议名称: The Twelfth West Lake International Conference on Small & Medium Business(第十二届西湖国际中小企业研讨会 WLICSMB 2010)

会议地点: 杭州

会议语种:英文

页码: 901-907

在线出版日期: 2010-10-24（万方平台首次上网日期，不代表论文的发表时间）