A Staged Service Innovation Model*

Drawing from the new product development (NPD) literature, service quality literature (SERVQUAL), and empirically grounded research with 53 service innovation decision makers, we develop a staged service innovation model (SIM) for decision makers. We tested the model using empirical data from 329 firms across five industries. The empirical results show that integrating prelaunch service quality training into new service development process leads to successful service innovation. The model developed in this article can be used as a decision support tool and diagnostic model for assessing service innovation ideas, evaluating performance of ongoing service innovations, allocating resources, and improving success rate of service innovations. Decision makers can use the measures developed in this study as a checklist to identify their strengths in delivering service quality to their own customers as well as areas of improvement. This article extends service innovation research by combining NPD and service quality development into a single study and opens the door to further work that could help improve the success rate of service innovations. The model can serve as a base model for future research extensions in service innovation research. A major takeaway for the academic reader is that the SIM demonstrates the value of using the SERVQUAL literature to understand how best to provide excellent quality that results in more fully satisfied customers and, ultimately, improved service performance.     

字在退货的易逝品库存系统仿真研究

以存在退货的易逝品的库存系统为对象,加入产品易逝性特征,且系统运行过程中允许缺货现象的发生,从而建立了一个离散事件系统仿真模型,采用内德一米德方法得出了系统的最优订货点。通过利用仿真技术,采用matlab软件,对一给定参数设置下的实例进行了仿真及讨论。仿真实验表明存在退货的易逝品的库存控制系统能更有效地降低库存成本。且当相关参数发生改变时,系统最佳订至点水平也是有所变化的。     

产品结构与组织结构动态适应性的实证研究

技术与组织的相互作用是产品创新研究的核心问题.文章以产品结构动态演变为出发点,对产品结构与组织结构的动态适应性进行实证研究.在对产品结构与组织结构的静态适应往往陷入组织陷阱进行理论分析的基础上,利用结构方程模型对产品结构与组织结构的相互关系进行探索性分析和正式研究的数据分析.结果表明:产品结构与组织结构具有较高的双向正相关性;产品结构与组织结构的相互适应对企业绩效具有正向影响.组织需要构筑动态组织能力,能动地适应产品结构演变.     

我国货币替代决定因素的实证分析

本文在分析中国的货币替代程度衡量指标基础上,讨论了影响我国货币替代的因素,并基于协整检验和误差修正模型分析了各因素的影响方向和程度。结果表明贸易占GDP比例指标和中美实际利率差指标对货币替代的影响都是负向的,并且是显著的。     

新媒体行为方式导向的产品设计研究

新媒体相对传统媒体,改变了受众的信息接收模式：由一点对多点传播形式转变成点对点;由单向互动传播转变为双向交互式;社区化人群细分与信息平台的建立越来越突出。新媒体对人心理的影响,导致人的行为方式的很大改变。面对这种新形势,产品设计需做出相应的策略调整：如何构建产品的情感差异是产品设计策略中重要一环;用户体验应该纳入设计策略全过程;对产品属性需要再认识,系统化的设计思想应该贯穿整个设计过程。     

基于投影法的产品方案筛选评价模型研究

在当今复杂多变的市场经济环境下,很多企业通过延伸产品线来提高企业抵御风险的能力,从而面临产品多方案选择的问题。本文构建了基于投影法的产品方案筛选评价模型,首先根据市场、环境与产业政策以及企业实际需求三个原则进行筛选,然后从经济、社会和环境因素三个方面建立评价指标体系,采用投影法对筛选出的产品方案进行评价,并以某氯碱化工企业液氯产品多方案选择为例,证实了模型的有效性。     

完善我国缺陷产品召回制度的思考

近年来,因产品缺陷引起消费者人身、财产的严重损害所导致的纠纷不断增多,引起国家有关部门和社会各界的广泛关注。缺陷产品召回制度,在西方发达国家由来已久,并发展为一项相对完善且日趋成熟的制度,随着我国经济的发展,不断完善缺陷产品召回制度是一个必然的趋势。     

Bringing IT Back: An Analysis of the Decision to Backsource or Switch Vendors

Whereas the decision to outsource information systems (IS) has been an important focus in IS research and practice, the decision to switch vendors or to backsource has received little attention. Evidence suggests that in practice, however, the decision to backsource or to switch vendors is becoming increasingly common as firms vie for ways to continue to cut information technology (IT) costs and improve IT service levels. This research specifically examines the factors associated with the decision to backsource or to switch vendors. Based on a sample of 160 IT managers involved with application development, we compare and contrast the perceptions of those who switched vendors, backsourced, or continued in an outsourcing relationship for application development. Our findings suggest that product quality, service quality, relationship quality, and switching costs are related to the decision to backsource application outsourcing. However, service and product quality did not influence the decision to switch vendors. Rather, firms that made the decision to switch vendors reported high levels of service and product quality but low levels of relationship quality and switching costs.     

Authorizing processes changing team autonomy during new product development

One basic feature of recent collaborative team arrangements for organizing new product development is a high degree of autonomy for cross-functional teams. The literature, however, has not provided a very precise analysis of team autonomy in the context of new product development. The theoretical framework advanced here, based on the literature and the authors' case studies, assumes that developing a large and technologically sophisticated new product requires a hierarchy of collaborating teams. In this complex organizational context, managers do not completely predetermine any one team's autonomy. During the course of a new product development program, certain authorizing (deauthorizing) processes produce ad hoc changes in autonomy. This paper identifies specific authorizing processes and hypothesizes about variables that should affect them. The propositions also lead to some managerial implications for preserving team autonomy.     

Cost-Benefit Analysis of All-Terrain Vehicles at the CPSC1

The present value of the costs of injuries and deaths associated with each unit of a product is a useful number in conducting cost-benefit analysis at the CPSC. Before a remedy is known, this value indicates the approximate amount that it is worth spending on a fix; similarly, if a fix is proposed, this number indicates whether it is cost-justified. The method of analysis is applied to all-terrain vehicles. Injury costs per vehicle are estimated. Determinants of accidents are estimated using a logit regression model applied to surveys of users and of accident victims; this indicates factors associated with accidents, and is used to estimate marginal probabilities. Costs of various vehicle components are estimated using a hedonic price index. This information (injury costs, accident probabilities, and component cost) is combined in a benefit–cost analysis of proposed remedies.