How to achieve excellence in the new service development process
The role of innovative culture, market orientation and management support
Bibliographic Data
| ID | 15068152 |
|---|---|
| Authors | Primitiva Pascual-Fernández (0000-0002-9642-0944, Universidad de Oviedo, corresponding author), María Leticia Santos Vijande (0000-0001-8021-5201, CUNEF Universidad), Mar Gómez (0000-0002-7681-4794, University of Castilla-La Mancha), José Ángel López-Sánchez (0000-0003-1889-0307, Universidad de Extremadura) |
| Year | 2023 |
| Volume | 36 |
| Issue | 2 |
| Publication date | 2023-07-10 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Economic Research-Ekonomska Istraživanja (JOURNAL) |
| Journal identifiers | ISSN: 1331-677X • E-ISSN: 1848-9664 |
| Publisher | Informa UK Limited (PUBLISHER • GB) |
| DOI | 10.1080/1331677x.2023.2172740 |
| OpenAlex | W4367675841 |
| Language | EN |
| References cited | 70 |
Despite the importance of the new service development process for new service success, little is known about the drivers of new service development process excellence or how to execute this process while including all important stages and guaranteeing excellence in the execution of each stage. This study analyses the role of innovative culture, market orientation, and top management support as antecedents of new service development process excellence in hotels. The results obtained for a sample of 133 hotels provide useful insights into how to improve new service performance. Both innovative culture and market orientation have a positive impact on new service development process excellence, although top management support has the strongest effect. New service development process excellence benefits new service quality, which reinforces new service market performance. The robustness of our findings is tested considering innovation type (radical versus incremental services)
Business · Excellence · Market Orientation · Political science · Process management · Service delivery framework · Service design · Service product management · Service quality · Service-orientation · Computer Science · Customer Service Quality and Loyalty · Environmental Sustainability in Business · Technology Adoption and User Behaviour · Marketing
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The Firm or the Region
| Highly cited | No |
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