Eberhard E. Scheuing

A Proposed Model for New Service Development

Comments that few service firms are sufficiently prepared to meet the challenge of service innovation. Reviews existing models of new service development. Proposes a systematic model based not on the small amount of new service development literature but on theories of new product management, which reflects the conditions unique to service industries. Concludes with ten propositions for service management.

New Product Development and Management in Financial Institutions

The results of a survey of new product development practices and procedures in American financial institutions are described. It is revealed that most institutions do not have a formal, fully developed process for developing and managing new products. For those that do, new products committees and project teams are the major strategies used.

Organizational teamworking frameworks: evidence from UK and USA‐based firms

Draws from case study research conducted in 14 UK and USA‐based manufacturing and service firms, most with mature teamworking structures. Aims to examine practitioner perspectives and current practices in teamworking and to assess the strategic contribution that work‐based teams are making to quality improvement.

A systems model of effective teamwork

Argues that, despite increasing interest in teamwork, much of the literature on the subject is inconclusive and often derived from anecdote rather than primary research. Seeks to develop an empirically‐based conceptual framework with which to characterize effective teamwork in the hospitality industry. Reviews the literature and empirical research on the subject; then proposes a descriptive systems model of the key characteristics of effective teamwork featuring inputs, throughputs and outputs. Suggests that throughputs may be the greatest determinant of team effectiveness and that this may have implications for the way in which management approaches the development of self‐directed teams in the future.

Conducting Customer Service Audits

Argues that customer service operations require independent, preferably annual, reviews which can becarried out via a customer service audit. Explains that such an audit can serve as an early warning system to identify any emerging problems before they become serious. Identifies the aspects which should be investigated in a customer service audit and suggests a five‐stage process which can be adopted. Concludes that the findings of an audit should be presented in a report and offered in a spirit of co‐operation, as they are designed to highlight opportunities for improvement and strategic changes rather than to fix blame.

Modelling team structures: a grounded approach

Throughout the UK and in most parts of the world, the importance of continuous improvement in the drive for continued success is well recognized. It is also widely acknowledged that competitive advantage can be achieved most effectively by utilizing the knowledge and experience of all employees. This article draws on case study research conducted in 14 organizations. All but one of the participating organizations (Sears, Canada) had entered and reached the finals of quality and teamwork award events. The material is grounded in the experiences of the participants so as to provide a realistic view of the issues involved in planning, implementing and evaluating a quality improvement strategy. The aim here is to examine current practices in teamworking and to assess the strategic contribution that work‐based teams make to quality improvement.

Marketing services to professional purchasers

Marketers of business-to-business services often possess only a very limited under-standing of the criteria used by their customers in making strategic supplier selection and retention decisions. Satisfying these criteria is all the more important as a growing number of purchasing organizations streamline their supplier bases. This study was accordingly designed to pinpoint supplier management criteria that professional purchasers apply differentially to the purchase of services as opposed to commodities (goods). Based on a review of the literature, ten criteria were investigated as to their relative importance in evaluating suppliers of services and commodities. The results indicate significant differences with respect to three of the ten criteria examined. They suggest that service suppliers might do well to reexamine their marketing strategies directed toward professional purchasers. In view of the trend toward partnering with selected suppliers, they should consider emphasizing service quality dimensi...

U.S. Trade Protection in the 1990s: Strategic Implications for the Automotive, Electronics, and Textile Industries

Protectionism threatens to become a problem of global proportions. Persistently slow economic growth and high unemployment in the United States have combined to intensify protectionist pressures and to weaken free trade efforts. Within the U.S., the regulation of imports affects the deficit, economy, business, workers, consumers, and relations with other nations. This paper examines the effects of U.S. trade protection for the automotive, electronics, and textile industries. Strategies for policy makers and international marketers are also discussed.

Der Lebenszyklus eines Produktmarktes

Wenige Modellvorstellungen der Marketingtheorie sind so oft in Lehrbuchern zu finden und so weitgehend von der Unternehmenspraxis akzeptiert wie der Lebenszyklus von Produktmarkten. Trotz dieser Beliebtheit liegen auf diesem Gebiet nur sehr wenige empirische Untersuchungen vor172). Wird dieses Konzept jedoch strategisch beim Festlegen von Umsatzzielen und beim Entwurf des Marketing Mix fur ein neues Produkt zugrunde gelegt, so verhilft es dem Produkt-Management zu einer besseren und wirksameren Kontrolle und Steuerung seiner marktpolitischen Mittel und Ergebnisse. Eine detaillierte Analyse dieses Modells erlaubt in hervorragender Weise eine Summierung des in den vorhergehenden Abschnitten Gesagten, wobei zunachst das theoretische Konzept diskutiert, dann jedoch auf Grund empirischer Untersuchungen modifiziert wird.

Markteinführung und Marktentfaltung

Produktneuerungen sind von entscheidender Bedeutung fur das Wachstum individueller Unternehmen und einer gesamten Volkswirtschaft. In Abweichung von der mechanistischen Tauschlehre der traditionellen okonomischen Theorie soll hier gezeigt werden, das es nicht guterwirtschaftliche und monetare, sondern uberwiegend psychologische und soziologische Tatbestande und Vorgange sind, welche das Geschehen an Verbrauchermarkten bestimmen. Eine Kenntnis der Kommunikations- und Entscheidungsprozesse potentieller Kaufer wird daher fur den Produktmanager zur Bedingung des Markterfolgs.