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| Tekijä: | Smith, A.M. Fischbacher, M. |
| Otsikko: | New service development: a stakeholder perspective |
| Lehti: | European Journal of Marketing
2005 : VOL. 39:9-10, p. 1025-1048 |
| Asiasana: | health service finance stakeholders case studies |
| Kieli: | eng |
| Tiivistelmä: | This paper aims at increasing understanding of both the process of new service development (NSD) and the nature of services as delivered to customers. There are four qualitative, exploratory case studies encompassing public (health) and private (financial) sector service organizations. It is found among others that managers select stakeholder (here as: s-hldr.) groups for involvement in NSD attributing s-hldr. salience, centrality to the process and power to influence the final service design. Customers are "dormant" s-hldrs., thought to lack the knowledge/experience to contribute meaningfully to NSD. |
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