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Research On The Structure Of Front - Back Structure, Knowledge Transfer And Development Performance Of New Service Development

Posted on:2016-06-05Degree:DoctorType:Dissertation
Country:ChinaCandidate:Q B HuangFull Text:PDF
GTID:1109330464967060Subject:Business management
Abstract/Summary:PDF Full Text Request
The service industry will be the domain industry in the future, and China is entering upon the era of "service economy". The new service development is the key to developing service economy. However, the NSD in China now is faced with the problems of copying foreign experiences, failing to identify customers’ needs and introduce new services efficiently, and thus causing low success ratio, all of which restrict the development of the industry seriously. Therefore, it is needed to study the NSD activities in Chinese context.With the involvement of IT, the service operating organization and process has been profoundly remolded. The operation system is divided into Front Office and Back Office. Front/Back office operation mode has become a new trend, which is widely applied in the newly emerging service industries, such as tourism. For a long time, the researches on new service development are mainly conducted within "team" context. In fact, many scholars realize now that lots of new services are developed by "non-set-organization". Accordingly, front and back office could be used to generalize the scene of new service development.The above analysis shows that new service development is the impetus for the development of the service industry, and the front/back office differentiation brings profound changes to service operation, and will have a profound impact on the new service development activities. Consequently, this thesis establishes the basic research problem, that is, "analyzing how the front/back office operation system influences NSD". Based on the case study and empirical research on the typical industry (Banking industry) and the literature research, this thesis puts forward the basic analysis frame, "front/back office configuration——knowledge transfer——NSD performance". Following this analysis frame, it comes up with the following serial issues:what characteristics do the front/back office connection present and how to classify configuration forms in NSD? What kind of influence does the connection of front/back office have on knowledge transfer and how does it happen? How does the front/back office connection influence the performance of NSD? What could be done to optimize the management in service organization to promote NSD?The following views and conclusions are drawn from the above study on serial issues:Firstly, through literature review, this thesis discriminates three similar concepts, that is, service innovation, new service development, and service design, which are the three stages of innovation continuous spectrum, and the serial problems of innovation management in service enterprises closely related to each other. They are different in five dimensions, ranging from research focus, core knowledge, research content, to innovation degree. Accordingly, the NSD literature review is done to show that the research on NSD could be divided into four subjects:NSD organizing, process and pattern, key success factor and performance, and customer involvement. The research generalizes the NSD organizing into three modes: strategy leading mode, professional mode, and network mode, and finds that the influence of the front/back office operation reformation on this field was ignored.Secondly, based on cases study and classifying them under case number, research aim, analysis layer, the thesis outlines an integrated model of case study design.Thirdly, through the exploratory case study, this thesis analyzes the differences between the two dimensions of relationship and structure in the connection of front and back office in NSD, and thus defines four project organization forms:Merging type, Chelating type, Embedding type, and Parallel type. Meanwhile, the general rule of knowledge transfer between front and back office in banking service NSD is found.Fourth, through explaining case study, the thesis further analyzes the influence of front and back office configuration depicted by social capital theory, on the knowledge transfer. Then it proposes and examines an analysis frame on front/back office configuration, knowledge transfer, and NSD performance, and proves that the front/back office configuration has positive relationship with NSD performance, in which, the knowledge plays an intermediary role.Finally, according to the conclusion of the theory research, the thesis comes up with the management thought of the inner social network to promote NSD in the service industry.This research is creative and innovative in revealing the connection feature and pattern of front/back office in NSD, analyzing the influence of front and back office configuration on the knowledge transfer and NSD performance, and proposing management thought and method of inner-organization social network.
Keywords/Search Tags:New service development, Service innovation, Knowledge transfer, Knowledge sharing, Knowledge integrating, front/back office
PDF Full Text Request
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