Handbook of Management Scales/New service development

New service development (composite reliability = 0.80) Description The authors follow a two-phased approach to develop multi-item scales that measure dimensions of service orientation in the context of business-to-business e-commerce. Service orientation was conceptualized as a third-order construct comprised of five combinative service competency bundles: service climate; market focus; process management; human resource policy; and metrics and standards. One of these five second-order dimensions, market focus, consists of three first-order dimensions: market acuity, relationship management, and new service development. Definition The ability to create and develop new products/services and enhance existing ones. Items We have the ability of rapidly enhancing existing products/services to changing customer requirements. (0.51) Our company routinely allocates resources for innovating products and services. (0.60) We have a formal process for systematically including customer requirements in the development of new products/services. (0.61) Our organizational structure for new product/service development is cross-functional. (0.70) Source Oliveira/Roth (2012): Service orientation: The derivation of underlying constructs and measures. International Journal of Operations & Production Management, Vol. 32, No. 2, pp. 156-190. Comments The second item was dropped due to low regression weight (or lower than remaining items). The fourth item was dropped due to lack of theoretical support. Related Scales Market acuity Relationship management