Abstract
The purpose of this study is to look at the management of innovation in consumer service firms and more precisely to define the possible relationships between the degree of refinement in innovation process, the marketing competence of the organization and the financial performance of a new service.
Following a presentation of various concepts, an empirical study will complete the investigation of research hypotheses. In a sample of 52 French organizations taken from four major service industries, a non-parametric analysis of results shows that the analytical marketing reflection of the firm has to be encouraged at the expense of its operational setting and that the refinement level of the development process has a positive impact on the performance of new consumer service activities.
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© 1997 Betriebswirtschaftlicher Verlag Dr. Th. Gabler GmbH, Wiesbaden
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Jallat, F. (1997). Service Development Process and Performance: Facts and Measures. In: Mühlbacher, H., Flipo, JP. (eds) Advances in Services Marketing. Focus Dienstleistungsmarketing. Deutscher Universitätsverlag. https://doi.org/10.1007/978-3-322-91507-8_7
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DOI: https://doi.org/10.1007/978-3-322-91507-8_7
Publisher Name: Deutscher Universitätsverlag
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