Research On The Model Of Factors Of New Service Development Based On Knowledge Management

New service development is one of emerging branches in the service management system . Compared with maturity of research on new product development, At present there have been very few research on the new service development.With the rapid development of service industries and intense competition of services market. New service development is the most important means for enterprises to adapt to changes in the environment .Most service enterprises lacked of services management awareness and professional skills when they carried out their new service development activities. To a great extent ,they were on the randomness high state or worked by experience.New service development is a knowledge-intensive activities and the process of transforming a market demand by the business activities of enterprises into the application of knowledge to implement innovative activities.Therefore, the implementation of scientific knowledge management to ensure the development of new services become an urgent need for the survival and development of service enterprises.Based on the analysis of characteristics of new service development and combination with knowledge management model of new product development, this paper establishes concept model of new service development based on knowledge management. Meanwhile , knowledge management in the new service development includes the control and the mechanism of knowledge management activities.Based on summing up research of knowledge management and new service development at home and abroad and combination with expert evaluation ,this paper identified knowledge management elements which is most closely to new service development and indicators which reflect performance of new service development.This paper use it as a framework to establish factors model of performance of new service development based on knowledge management. Through the questionnaire, this paper used SPSS to analyze the survey data and had the conclusion that the effective implementation of the control and mechanism of knowledge activities enhance performance of new service development .Thereby factors model of performance of new service development based on knowledge management is validated.Finally, this paper applied the above theoretical research into practical enterprise. In the study of a telecommunications enterprise in Chongqing (it is named by A enterprise in the behind), this paper used factors model of performance of new service development based on knowledge management to evaluate the current situation of knowledge management and new service development by the company's staff . Based on the analysis of evaluation results , it proved that the model could reflect the actual situation of the enterprise . The outcome of this article has realistic meaning for modern company to practise knowledge management in new service development.