Purpose The extant new service development (NSD) literature tends to assume that the key practices for NSD identified in one context apply for all services, and has failed to sufficiently consider differences in NSD between service types. The purpose of this paper is to explore the nature of NSD...

Purpose – The purpose of this paper is to present the evaluation results of a novel performance measurement framework, which has been designed for the particular needs of small- and medium-sized enterprises (SMEs). Prior research indicated that performance measurement is not much engaged in...

Organizational processes have been manifested as resources which are difficult to imitate. Not least because goods and services are offered worldwide on comparable levels, processes are nowadays sources of competitive advantage. Manufacturers recognized process management's benefits early on....