Summary: Success Factors In New Services Performance

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• 1 Introduction

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• Why can this be considered as a key issue in the services sector?

  Given the complex conditions in the business environment as well as the high consumer expectations regarding the variety, quality and quantification of services.

• Why are risks related to services innovation specifically relevant?

  Not only because of their distinctive characteristics but also because their success depends on customers’ reactions.

• 2 Factors of Success in New Services Development (NSD) Processes

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• What are the five main groups?

  1. Organizational Culture
  2. Marketing Factors
  3. Service Factors
  4. Market Factors
  5. Organizational Processes

• 2.1 Organizational Culture

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• What does the organizational culture contain?

  It contains its principles, philosophy, guidelines, strategies, activities, cognitive
  processes and behavioural system.

• What are the four different elements of organizational culture?

  1. Market Orientation
  2. Quality Approach
  3. Top Manager Support
  4. Innovation Culture

• Where is market orientation referred to?

  As one of the most important aspects in NSD processes.

• Where is market orientation influenced by?

  1. The degree of newness to the company and customers;
     
  2. The intensity of market competition and industry hostility;
  3. The stage of the product life cycle.
     

• Wherefore is the concept of market orientation frequently used?

  To describe those organizational behaviours and activities that are evidence for the adoption of the marketing concept philosophy.

• What are considered fundamental guidelines regarding the organizational culture?

  Consumer orientation, competition orientation and inter-functional coordination.

• What must the company do when developing better products and services oriented to the new customers' needs?

  The company must create, maintain and disseminate a market intelligence information system.