Izvorni znanstveni članak
https://doi.org/10.1080/1331677X.2023.2172740
How to achieve excellence in the new service development process: the role of innovative culture, market orientation and management support
Primitiva Pascual-Fernández
María Leticia Santos-Vijande
Mar Gómez-Rico
José Ángel López-Sánchez
Sažetak
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).
Ključne riječi
Service innovation; development process; innovative culture; market orientation; top management support
Hrčak ID:
306836
URI
Datum izdavanja:
30.4.2023.
Posjeta: 132 *