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<p><strong>Purpose</strong><strong>: </strong></p><p>This thesis examines the process of  E-care<strong> </strong>service of Lenovo for better understanding of the new service development process. Based on literature linking on new service development process, case research is the main methodology of this paper.19 interviews have been done with employees and managers from five departments, some of the detailed empirical materials were from secondary data from interviewees, the empirical findings partly support the ten stages new service development of Alam (2003), however, in the implementation phase of E-care service some stages are missing or emerge with other stage such as personal training and strategic planning. These exploratory results encourages the further studies on new service development process in manufacturing companies for better understanding of new service development process. </p><p><strong> </strong></p><p><strong> </strong></p><p><strong>Keywords:</strong>     new service development, process, service process.</p><p> </p><p><strong>Methods:       </strong>Several methods are used in this thesis. Case study is used as the overall methodology approach. During the phase of data collection, semi-structured interviews and transcripts are used. Most of the interviews are conducted over the phone and some of them are conducted over email and instant messenger for better understanding for certain stage. Inductive strategy is the main methodology in analysis data and findings. Alam’s ten stages model is the main model that have been used in arranging data and findings.</p><p> </p><p> </p><p><strong>Findings:       </strong>Process of development E-care service in Lenovo can be divided into</p><p>eight stages: Idea generation, idea screening, business analysis, service system and process design, pilot run testing, market testing, commercialization.</p><p><strong> </strong></p><p><strong>     </strong></p><p><strong>Conclusion:      </strong>In conclusion, model of the E-care service only contains eight stages comparing to Alams’. The difference between them are, the stage in training and strategic planning is missing, the main reason for those difference is E-care service is based on using internet as platform to help customers solve their problems, most of the target customers for this service are from primary level therefore special training is not necessarily.</p><p> </p><p><strong> </strong></p><p><strong> </strong></p><p><strong>Implications:   </strong> Although E-care service is successful in China and the acceptance of this service is getting increased. Still, getting to know customers really wants and needs can not just simply read some analysis in the office or tracing and talking to customer to ask their wants. Some technical skills should be development to explore customers’ real needs at beginning of idea stage. Meantime, simply copying the way in developing new service such as using CMMI is not always the answer, Chinese companies have to develop own idea in developing the process adjoin the customers and market in China.</p><p> </p><p> </p><p><strong> </strong></p><p><strong> </strong></p><p><strong> </strong></p><p><strong> </strong></p>

Purpose: This thesis examines the process of  E-care service of Lenovo for better understanding of the new service development process. Based on literature linking on new service development process, case research is the main methodology of this paper.19 interviews have been done with employees and managers from five departments, some of the detailed empirical materials were from secondary data from interviewees, the empirical findings partly support the ten stages new service development of Alam (2003), however, in the implementation phase of E-care service some stages are missing or emerge with other stage such as personal training and strategic planning. These exploratory results encourages the further studies on new service development process in manufacturing companies for better understanding of new service development process.      Keywords:     new service development, process, service process.   Methods:       Several methods are used in this thesis. Case study is used as the overall methodology approach. During the phase of data collection, semi-structured interviews and transcripts are used. Most of the interviews are conducted over the phone and some of them are conducted over email and instant messenger for better understanding for certain stage. Inductive strategy is the main methodology in analysis data and findings. Alam’s ten stages model is the main model that have been used in arranging data and findings.     Findings:       Process of development E-care service in Lenovo can be divided into eight stages: Idea generation, idea screening, business analysis, service system and process design, pilot run testing, market testing, commercialization.        Conclusion:      In conclusion, model of the E-care service only contains eight stages comparing to Alams’. The difference between them are, the stage in training and strategic planning is missing, the main reason for those difference is E-care service is based on using internet as platform to help customers solve their problems, most of the target customers for this service are from primary level therefore special training is not necessarily.       Implications:    Although E-care service is successful in China and the acceptance of this service is getting increased. Still, getting to know customers really wants and needs can not just simply read some analysis in the office or tracing and talking to customer to ask their wants. Some technical skills should be development to explore customers’ real needs at beginning of idea stage. Meantime, simply copying the way in developing new service such as using CMMI is not always the answer, Chinese companies have to develop own idea in developing the process adjoin the customers and market in China.

The purpose of this thesis is to help Telefonica, a Spanish integrated operator, reduce time-to-market of its new offer or product/service innovation by closely observing and evaluating the current development process of its new offer. The research includes the review of current literature on product and service characteristics and new product and service development model, and participant observation conducted in relevant units actively involved in development process. The contributions of this thesis are threefold: First, characteristics of Telefonica’s offer to its multinational customers were examined and the finding indicated that the offer is categorized as product/service with service dominance. That added value to the next exercise of the improvement of new offer or product/service development speed. Second, investigation of the firm’s current new product/service development process with an attempt to perform evaluation and consequently recommendations were made based on the literature review stated above by closely looking at the interaction of the involved participants in development process and how the firm carried out its development process was conducted. The findings indicated that Telefonica selected the right development model for its new product/service innovation, yet there exist some weaknesses in its current development process. Therefore, implications were made so that Telefonica is able to get the best from its adopted model, Stage-gate. Third, from the investigation a generic view of new product/service development process in telecommunication industry was formed. The beneficiaries of this last finding are the practitioners in the product/service development in telecommunication market because from that pattern they could clearly view core elements to be carefully considered during the development period. The research recommends practitioners to encourage informal internal communication between project members of new product/service development process as it helps them to build up knowledge for problem solving as well as for finishing deliverables fast. Moreover, management involvement is strongly advised in order to ensure quality of the tasks done by the teams, accurately assess resources that will be needed throughout the project, and prevent procrastinations of the project members.

This paper extends the dynamic capabilities (DCs) perspective into the study of new service development (NSD). Drawing from both the DCs view and the NSD perspective, this paper explores theoretically and examines empirically the associations between four core dynamic capability components: adaptive capabilities, absorptive capabilities, arranging capabilities and administration capabilities (4As capabilities) exercised in the process of NSD. DCs have been argued to reside at different levels of organization. Thus far enormous research has focused on organizational level of DCs. Many studies has recognized the importance of DC at micro/individual level (e.g. Teece, 2007; Rothaermel and Hess, 2007), yet research relating to DC at the individual level of organizations is still lacking. Hence, this study focuses on developing and empirically validating an appropriate measurement scale for micro-level DCs. The majority of NSD research has concentrated on the financial service sector; however, the hotel industry, one of the global largest industries, has not been well investigated (Ottenbacher, 2007). The study addresses its research objectives through an empirical investigation adopting both qualitative interviews and a quantitative survey in the hotel sector. This entailed a large quantitative pilot study (433 respondents) and a full-scale survey of hotel sector employees (1,079 respondents) in Thailand. The results, analysed through multiple regression analysis, show positive impact of 4As capabilities applied in different NSD activities on the NSD outcomes. The research findings provide guidance to managers as to how NSD performance is influenced by DCs exercised during the NSD process. The theoretical and managerial implications of this research are articulated.

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Course/Level: Master thesis, Strategic Marketing Management Authors: Daniel Andersson, Pontus Hjertqvist Thesis advisor: Jukka Hohenthal Title: Customer Involvement in New Service Development: Organizational Implications and Challenges Background: The nature of services is becoming technology-based, which implies that customers are becoming increasingly autonomous from the service firm. Understanding how to involve customers in the development process of such services as well as to recognize the challenges brought by customer involvement in this context should be seen as key issues for developing successful new services. Research questions: RQ1: How are customers involved in the development process of technology-based services? RQ2: How do challenges brought by customer involvement impede new service development? Purpose: The purpose of this thesis was to explore how an organization within the banking industry in Sweden involves its customers in the new service development process Methodology: A qualitative single embedded case study strategy, combining inductive and deductive reasoning. The empirical investigation was conducted using a triangulation of secondary data and primary data collected from semi-structured interviews. Conclusion: Customers are involved in three out of four of the fundamental phases in the development process. The findings acknowledged that a lack of formal routines and process of managing customer involvement impeded the organization to successfully involve customers in their new service development programs. As such, the findings suggests that organizations need to employ a new organizational design optimized for customer involvement in their NSD-programs, where current structures, processes, and mindsets need to be adjusted accordingly. Keywords: New service development, customer involvement, technology-based services, organizational challenges.

Bakgrund: I linje med att digitaliseringen utvecklas har bankernas struktur påverkats. Tidigare forskning visat att den ekonomiska utvecklingen har drivits av innovation. Den ökande betydelsen av tjänster har medfört ett större fokus på tjänstens utvecklingsarbete. Tjänster är dock väldigt understigande och improduktivt utvecklade i jämförelse med produkter, vilket gör det svårt att generellt utveckla tjänster. Då utvecklingens syfte är att förstärka organisationens position på marknaden kan det vara intressant att se utvecklingsprocessen för svenska banker. Syfte: Syftet med denna studie är att identifiera hur svenska banker arbetar med tjänsteinnovation, hur deras utvecklingsprocess ser ut samt vad för svårigheter som uppstår i samband med detta. Studien syftar också till att undersöka huruvida New Service Development processen faktiskt används av svenska banker i praktiken. Vidare ska studien tillföra en ökad förståelse för svenska bankers utveckling av tjänster, hur dess utvecklingsprocess ser ut, samt vilka som är involverade. Detta med ett ursprung i NSD-processen. Metod: Undersökningen utgår från en kvalitativ metod, där den har genomförts med en flerfallstudie på fyra olika banker i Sverige. Det empiriska materialet har samlats in genom semi-strukturerade intervjuer via onlinemöte och e-mail. Intervjuerna utfördes med hjälp av en intervjuguide. Därefter har materialet analyserats för att kunna upptäcka skillnader och likheter mellan bankerna. Slutsats: Vi ser uppenbara likheter mellan de fyra studerade bankerna att en New Service Development process inte används fullt ut hos någon av de. Därmed drar vi slutsatsen att NSD inte direkt används i praktiken hos svenska banker. Däremot kan vi se att vissa delar av bankernas utvecklingsprocess går att likna med utvecklingen av en NSD-process. Vidare också att bankerna tenderar till att arbeta med tjänsteinnovation på liknande sätt, men att utvecklingsprocessen inom tjänsterna är någorlunda specifik för vardera bank. / Background: In line with the development of digitalisation, the banks' structure has been affected. Previous research has shown that economic development has been driven by innovation. The growing importance of services has led to a greater focus on service development. However, services are very inferior and unproductively developed in comparison with products, which makes it difficult to generally develop services. As the purpose of the development is to strengthen the organization's position in the market, it may be interesting to see the development process for Swedish banks. Purpose: The purpose of this study is to identify how Swedish banks’ work with service innovation, what their development process looks like and what difficulties arise in connection with this. The study also aims to investigate whether the New Service Development process is actually used by Swedish banks in practice. Furthermore, the study will provide an increased understanding of Swedish banks' development of services, how its development process looks like, and who is involved. This originates in the NSD process. Method: The survey is based on a qualitative method, where it has been conducted with a multiple case study at four different banks in Sweden. The empirical material has been collected through semi-structured interviews with online meetings and e-mail. The interviews were conducted using an interview guide. Then, the material has been analyzed in order to detect differences and similarities between the banks. Conclusions: We see obvious similarities between the four banks studied that a New Service Development process is not fully used by any of them. Thus, we conclude that NSD is not directly used in practice by Swedish banks. On the other hand, we can see that certain parts of the banks' development process can be compared to the development of an NSD process. Furthermore, also that the banks tend to work with service innovation in a similar way, but that the development process within the services is fairly specific to each bank.

Das Service Engineering hat sich innerhalb der letzten Jahre zunehmend als eine wissenschaftliche Fachdisziplin etabliert. Das vorliegende Heft bietet in kompakter Form einen kurzen Abriss über die Entwicklung dieses Bereiches der Wissenschaft und kondensiert die Grundideen und bisher in der Forschung betrachteten Aspekte. Darüber hinaus erfolgt eine Auseinandersetzung mit neuen Anforderungen seitens der veränderten Dienstleistungswirtschaft. Aus diesen ergibt sich, dass bisherige Ansätze des Service Engineerings grundlegend weiterentwickelt und neue Ansätze bereitgestellt werden müssen. Diese bilden die Entwicklungspfade für ein Service Engineering 2.0.