Trott, Innovation Management and New Product Development, 5th Edition, © Pearson Education Limited 2013

Slide 14.1

Chapter 14

New service innovation

Trott, Innovation Management and New Product Development, 5th Edition, © Pearson Education Limited 2013

Slide 14.2

Trott, Innovation Management and New Product Development, 5th Edition, © Pearson Education Limited 2013

Slide 14.3

Table 14.1 Main outsourcing risks identified in the literatureSource: Adapted from Quélin, B. and Duhamel, F. (2003) Bringing together strategic outsourcing and corporate strategy: outsourcing motives and risks, European Management Journal, Vol. 21, No. 5, 647–61.

Trott, Innovation Management and New Product Development, 5th Edition, © Pearson Education Limited 2013

Slide 14.4

Table 14.2 Typology of servicesSource: Adapted from Johnston, R. and Clark, G. (2005) Service Operations Management, 2nd edn, Prentice Hall, Pearson Education Limited, Harlow.

Trott, Innovation Management and New Product Development, 5th Edition, © Pearson Education Limited 2013

Slide 14.5

Figure 14.1 Four main types of service processesSource: R. Johnston and G. Clark (2005) Service Operations Management, 2nd edn, Prentice Hall, Harlow. Reproduced with kind permission.

Trott, Innovation Management and New Product Development, 5th Edition, © Pearson Education Limited 2013

Slide 14.6

Table 14.3 A range of new services that also create new business models

Trott, Innovation Management and New Product Development, 5th Edition, © Pearson Education Limited 2013

Slide 14.7

Figure 14.2 Services as a process

Trott, Innovation Management and New Product Development, 5th Edition, © Pearson Education Limited 2013

Slide 14.8

Table 14.4 Typologies for innovationsSource: Ozdemir, S. (2007) An Analysis of Internet Banking Adoption in Turkey: Consumer, Innovation and Service Developer Dimensions, Ph.D thesis, University of Portsmouth.

Trott, Innovation Management and New Product Development, 5th Edition, © Pearson Education Limited 2013

Slide 14.9

Table 14.5 Four dimensions of service innovation by eBaySource: Adapted from Den Hertog, P. (2002) Knowledge-intensive business services as co-producers of innovation, International Journal of Innovation Management, Vol. 4, No. 4, 491–528.

Trott, Innovation Management and New Product Development, 5th Edition, © Pearson Education Limited 2013

Slide 14.10

Figure 14.3 The service innovation process – a sequential modelSource: Adapted from Scheuing and Johnson, 1989.

Trott, Innovation Management and New Product Development, 5th Edition, © Pearson Education Limited 2013

Slide 14.11

Figure 14.4 The new service development cycleSource: Adapted from Johnson et al. (2000) ‘A critical evaluation of the new service development process: Integrating service innovation and service design’, in J.A. Fitzsimmons and M.J. Fitzsimmons (eds) New Service Development: Creating Memorable Experiences, Sage Publications, London.

Trott, Innovation Management and New Product Development, 5th Edition, © Pearson Education Limited 2013

Slide 14.12

Table 14.6 Customers’ input into the new service development processSource: Adapted from Allam, I. and Perry, C. (2002) A customer-oriented new service development process, Journal of Services Marketing, Vol. 16, No. 6, 515–34.

Trott, Innovation Management and New Product Development, 5th Edition, © Pearson Education Limited 2013

Slide 14.13

Figure 14.5 How eBay works

Trott, Innovation Management and New Product Development, 5th Edition, © Pearson Education Limited 2013

Slide 14.14

Figure 14.6 eBay profits

Trott, Innovation Management and New Product Development, 5th Edition, © Pearson Education Limited 2013

Slide 14.15

Figure 14.7 Ansoff’s growth matrix identifying opportunities for growth for eBay

Trott, Innovation Management and New Product Development, 5th Edition, © Pearson Education Limited 2013

Slide 14.16

Figure 14.8 New opportunities for eBay