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Formalization and performance in new service development

Empirical findings from German and Swiss companies
: Khan, Ilyas; Lieb, Manfred; Meiren, Thomas

Ganz, W. (Hrsg.); Kicherer, F. (Hrsg.); Schletz, A. (Hrsg.) ; Fraunhofer-Institut für Arbeitswirtschaft und Organisation -IAO-, Stuttgart:
Productivity of Services NextGen - Beyond Output / Input. RESER 2011. Programme and Abstracts : September 8th-9th 2011, Hamburg, Germany
Stuttgart: Fraunhofer Verlag, 2011
ISBN: 3-8396-0297-1
ISBN: 978-3-8396-0297-3
20 pp.
European Association for Research on Services (RESER Conference) <21, 2011, Hamburg>
Conference Paper
Fraunhofer IAO ()

Is there any relationship between the formalization of new service development (NSD) processes and firm performance? And if formalized NSD process and firm performance are correlated, what are the main drivers? The aim of the study is to explore and identify the degree of NSD processes formalization in German and Swiss companies, and to investigate the impact of process formalization on firm performance. This study is based on a large sample of data collected from more than 500 companies across Germany and Switzerland. The result shows that the relationship between formalized NSD process and performance is significant in German and Swiss firms.