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Article
Publication date: 17 February 2012

Intekhab (Ian) Alam

Few research studies have been done to investigate the issue of new service development (NSD) in an emerging market. To address this gap in the literature the aim of this paper is…

1630

Abstract

Purpose

Few research studies have been done to investigate the issue of new service development (NSD) in an emerging market. To address this gap in the literature the aim of this paper is to document a study of the NSD process and the strategy of business‐to‐business financial service firms in India.

Design/methodology/approach

The author conducted surveys of 148 multinational service firms operating in India and 126 local and indigenous Indian service firms belonging to the financial services industry.

Findings

The findings suggest that significant differences exist between multinational service firms operating in India and local/indigenous Indian firms. That is, service firms belonging to these two varied groups use different strategies to compete in the industry and emphasize different sets of development stages in service innovation.

Research limitations/implications

The analysis has been restricted to one emerging market, i.e. India. This suggests the need for further studies of NSD in other emerging markets of the world.

Practical implications

The findings of this research validate the initial contention that NSD practices vary from company to company, and thus there cannot be a “one size fits all” approach to service innovation. The insights from this study can help service managers to better understand and manage their NSD programs in an emerging market such as India.

Originality/value

To the best of the author's knowledge, this research represents the first attempt to investigate empirically the NSD practices of financial service firms in India.

Details

Journal of Business & Industrial Marketing, vol. 27 no. 3
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 1 May 2006

Ian Alam

Only limited attention has been paid to the issue of new service development (NSD) in a cross‐national context. To address this critique of the literature a comparative…

6318

Abstract

Purpose

Only limited attention has been paid to the issue of new service development (NSD) in a cross‐national context. To address this critique of the literature a comparative cross‐national study of NSD strategy and process of financial service firms in Australia and the USA was conducted.

Design/methodology/approach

The study employs a cross‐sectional, survey‐based methodology. The US sampling frame included 274 large financial service firms situated in the Northeast region of the USA. The Australian sampling frame consisted of 262 firms situated in the Southeast region of Australia.

Findings

The data pattern suggests that the firms in both the countries use different new service strategies to compete in the industry and emphasize different sets of development stages in developing new services.

Research limitations/implications

The analysis has been restricted to two countries: Australia and the USA. This suggests the need for further comparative studies of NSD in other cultures/countries.

Practical implications

The findings of this research support the notion that some of the key NSD practices may be common to all countries and cultures whereas others must be adjusted for national variations. The insights from this study can help service managers from both Australia and the US to better understand and manage their NSD programs in a cross‐national context.

Originality/value

The findings of the research are expected to advance one's understanding of the service innovation process by shedding light on the question of universality of factors and issues that relate to a firm's NSD programs.

Details

International Marketing Review, vol. 23 no. 3
Type: Research Article
ISSN: 0265-1335

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Article
Publication date: 11 October 2011

Intekhab (Ian) Alam

Few research studies have been conducted to investigate the issue of new service development (NSD) across nations and geographical regions. To address this critique of the…

2148

Abstract

Purpose

Few research studies have been conducted to investigate the issue of new service development (NSD) across nations and geographical regions. To address this critique of the literature, the purpose of this paper is to conduct a comparative study of NSD process and strategy in a developed country, Australia and a developing country, India.

Design/methodology/approach

The paper conducted surveys of 102 Australian firms and 97 Indian firms operating in the business‐to‐business financial services industry.

Findings

The findings suggest that significant differences exist between the Australian and Indian firms. Service firms in both countries use different strategies to compete in the industry and emphasize different sets of development stages in developing new services.

Research limitations/implications

The analysis has been restricted to two countries: India and Australia. This suggests the need for further comparative studies of NSD in other cultures/countries.

Practical implications

The findings of this research validate the initial contention that NSD varies from country to country and thus there cannot be a “one‐size‐fits‐all” approach to NSD. The insights from this study can help service managers from India, Australia and other countries to better understand and manage their NSD programs in a cross‐national context.

Originality/value

To the best of the author's knowledge, this research represents the first attempt to empirically test the similarities and differences in NSD practices of Australian and Indian firms.

Details

Journal of Service Management, vol. 22 no. 5
Type: Research Article
ISSN: 1757-5818

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Article
Publication date: 1 March 2005

Ian Alam

The purpose of this paper is to propose a systematic and rigorous process of data collection and fieldwork in qualitative research using four empirical studies of customer…

11929

Abstract

Purpose

The purpose of this paper is to propose a systematic and rigorous process of data collection and fieldwork in qualitative research using four empirical studies of customer interactions in new product development (NPD) as examples. The intention is to dispel a misconception that the qualitative research lacks objectivity and methodological robustness.

Design/methodology/approach

To collect data for all the four studies a preliminary process of conducting fieldwork was first developed from the extant literature. This preliminary framework was applied in the first study and subsequently revised twice in the second and third study by incorporating necessary changes and additions. Finally, the framework was tested and further refined in the fourth study.

Findings

The findings from these four empirical qualitative studies have demonstrated that a theory generating idiographic research such as field interviews could be carried out systematically. These findings also provide a basis for proposing a structured framework for data collection.

Research limitations/implications

The paper is based only on business‐to‐business NPD. Therefore, to increase the applicability of the results more studies are needed in other business and marketing fields.

Practical implications

The results offer an in‐depth look at specific research activities that can be carried out for efficient idea generation work and the overall NPD efforts.

Originality/value

The framework reported in this paper allows for an iterative data collection process from multiple respondents and from multiple sources. This method of data collection is a key issue because product managers tend to interact with the customers and other partners repeatedly and throughout the NPD process. Thus the product managers would find this framework useful for research involving NPD and customer interactions.

Details

Qualitative Market Research: An International Journal, vol. 8 no. 1
Type: Research Article
ISSN: 1352-2752

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Article
Publication date: 1 November 2002

Ian Alam and Chad Perry

The purpose of this research is to answer the question: how can a new service development (NSD) program in the financial services industry be managed? More specifically, this…

19304

Abstract

The purpose of this research is to answer the question: how can a new service development (NSD) program in the financial services industry be managed? More specifically, this research has two objectives: to explore the stages in the NSD process; and to explore how customer input may be obtained in the various stages of the development process. After a review of the new product development literature, the case study methodology involving in‐depth interviews with managers and their customers is described. Analysis of the data showed that there were ten stages in the NSD process, and whether those stages were managed linearly or sequentially was a function of the size of the firm. In addition, how NSD managers obtained customer input in each stage, was uncovered. Implications for NSD managers include which stages to concentrate on, and how to capture customer input.

Details

Journal of Services Marketing, vol. 16 no. 6
Type: Research Article
ISSN: 0887-6045

Keywords

Available. Content available
Article
Publication date: 14 March 2008

Patrik Gottfridsson

869

Abstract

Details

International Journal of Service Industry Management, vol. 19 no. 1
Type: Research Article
ISSN: 0956-4233

Available. Open Access. Open Access
Article
Publication date: 6 June 2024

Ian Seymour Yeoman

532

Abstract

Details

Journal of Tourism Futures, vol. 10 no. 2
Type: Research Article
ISSN: 2055-5911

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Article
Publication date: 1 June 2010

Mohammed Nurul Alam

The purpose of the paper is to present the result of an empirical review as to how and to what extent the interest‐free microfinance to micro entrepreneurs contributes in…

852

Abstract

The purpose of the paper is to present the result of an empirical review as to how and to what extent the interest‐free microfinance to micro entrepreneurs contributes in minimising different cots of both the lender and the borrowers. An institutional‐network theoretical approach is used to study the phenomenon. A qualitative nature of research methodology is used while studying this particular phenomenon. A multiple explanatory case study was adopted as a research strategy in order to focus on contemporary phenomenon within the real life context of different rural‐based micro entrepreneurs and their relationships with the lending organisations. Interest‐free microfinance by Islamic banks is characterised by a close supervision and an in‐kind type of financing, which contributes greatly in promoting lender‐borrower network relationships between the bank and the rural based micro entrepreneurs. Such network relationships result in minimising exchange costs and other business related costs of both the borrowers and the lending organisations. The study was mainly concerned with rural‐based micro entrepreneurs who are engaged in grass‐root type entrepreneurs like poultry and diary firm, handloom industry, etc. Particular reference is made here to the facts of rural‐based micro entrepreneurs and their relationships with Islamic banks in Bangladesh.

Details

World Journal of Entrepreneurship, Management and Sustainable Development, vol. 6 no. 3
Type: Research Article
ISSN: 2042-5961

Keywords

Available. Open Access. Open Access
Article
Publication date: 23 July 2020

Brian Kee Mun Wong and Chin Hooi Ng

2220

Abstract

Details

Journal of Tourism Futures, vol. 6 no. 2
Type: Research Article
ISSN: 2055-5911

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Book part
Publication date: 10 July 2019

Fella Lahmar

The aim of this chapter is twofold: to provide a synopsis to the background underpinning Muslim diversity in Britain and to explicate how Muslim schools in Britain are embedded…

Abstract

The aim of this chapter is twofold: to provide a synopsis to the background underpinning Muslim diversity in Britain and to explicate how Muslim schools in Britain are embedded into their socio-political context. The process of migration and the flow of different cultural traditions beyond their nation states’ boundaries into Britain associated with late capitalism create what Featherstone coins ‘third cultures’. The process of moving backwards or forwards between an Islamic heritage, national experiences, British socio-political cultural context and global change necessitates ‘new types of flexible personal controls, dispositions and means of orientation, in effect a new type of habitus’ (Featherstone, 1990, p. 8). Accordingly, this chapter is divided into four parts. First, it relates Muslim presence in Britain contextualizing a history of migration. Second, it discusses British Muslim demographics and diversity. Third, it places Muslim schools within a British legislative context. Finally, it discusses leadership for Muslim schooling in Britain as praxis, in the Freireian sense, involving both reflection and action. This approach places Muslim schools within a socio-political context that includes a variety of contributors beyond those who initiated them.

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