NSD Processes and Practices in Experiential Services*

This paper examines new service development (NSD) in a distinctive set of services: experiential services. Organizations delivering experiential services place the customer experience at the core of the service offering. They focus on the experience of customers when interacting with the organization rather than just the functional benefits following from the products and services delivered. Increasingly, organizations are recognizing that managing customer experiences is a powerful way of differentiating from competitors, establishing emotional connections, and increasing customer loyalty. Studying experiential services sheds light on this highly intangible type of services and, by representing an extreme end of the service spectrum, can advance the knowledge on the wider area of new product and service development. This paper addresses three research questions: (1) What are the processes and practices used in the development and design of experiential services? (2) How are these processes and practices similar to or distinct from established NSD practices? (3) How do these findings reflect on the wider area of NSD? The study concentrates on five dimensions of NSD: (1) the process; (2) market research; (3) tools and techniques; (4) metrics and performance measurement; and (5) organization. For each of these areas propositions are formulated and refined with empirical data. Using the case research methodology, empirical data were collected in 17 case companies: experiential service providers, design agencies, and consultancies known for focusing on the customer experience. The main method of data collection was interviews with those involved in experiential service design, such as founders, executives, or experienced designers. The case data revealed a number of practices specific to experiential services. These include a strong emphasis on gathering customer insights, in several cases obtained through empathic research and ethnographic research techniques. Other specific practices for experiential services include mapping customer journeys or touchpoints and storytelling. The case study companies also revealed a trade‐off between relatively formal, tight methodologies and more flexible, loose methodologies in NSD. More research is required to investigate the contingency factors surrounding tight or loose methodologies. The results also revealed the use of more broadly used NSD practices, such as a systematic NSD process, multiple performance measures, cross‐functional teams, and front‐line involvement. The observations from this study are captured in a set of seven propositions concerning NSD in experiential services. Reflecting on NSD in general, this study highlights the important role of service process innovation compared with service product innovation and the importance of continuous innovation requiring NSD processes and practices that are more flexible, iterative, and nonlinear. The study also supports the argument that different types of services may require different NSD processes and practices.     

Perspective: New Service Development: How the Field Developed,Its Current Status and Recommendations for Moving the Field Forward

New service development (NSD) is a growing innovation discipline. Despite the growth of articles about NSD, several authors have criticized the lack of attention paid to NSD, compared with new product development (NPD), and the lack of consensus across NSD findings. At the same time, others have proclaimed that NSD is a sophisticated, mature field of research. This paper tries to resolve these issues by analyzing 230 empirical articles on NSD, published over a period of 30 years. It investigates the content of NSD research articles, the authors contributing to the field, and the research methodologies employed. It finds that, despite its growing popularity, the field has not moved forward substantively. NSD is a subject specialty but lacks an “invisible college” of researchers addressing the topic. This has resulted in a body of research that fails to provide managers with consistent answers to basic questions about how to most effectively manage NSD processes. One of the main causes for the lack of coherence in the knowledge on this topic may stem from the fact that, rather than initially approaching research in the domain without ingoing bias and using grounded theory approaches to create initial understanding, many of the early researchers applied the concepts, frameworks, and methods used to understand NPD to the NSD domain. To correct this problem, it is proposed that the field of NSD needs to move forward in a significantly different manner. This paper provides several recommendations for attracting more academics to the field, elevating the visibility and status of NSD as a research domain, and also presents a research agenda that may help reorient future research in this area so that a more complete and coherent body of knowledge is generated that both advances the field and helps practitioners manage NSD more effectively and efficiently.     

Growth and Development of a Body of Knowledge: 16 Years of New Product Development Research, 1989–2004*

In this study, a content analysis was performed on 815 articles focused on new product development (NPD) published in 10 selected leading marketing, management, NPD, and research and development (R&D) journals from 1989 to 2004. Journals selected were a combination of leading journals in the discipline and publications that included NPD articles. NPD articles were classified by a series of key attributes including methodology employed, domains of knowledge utilized, and broad topics explored. The resulting data were then studied to discern trends over time or common characteristics within domains, methodologies, or journals. The study of NPD has grown since the Journal of Product Innovation Management (JPIM) was launched in 1984. This study shows strong growth in the number of articles on NPD in each category of journal selected. The research in the articles has changed: The early focus on a few selected success factors or a staged development process has evolved and broadened over the 16‐year period. More variables and more sophisticated models are being studied in NPD articles. The study found a continuing evolution in research topics and increased sophistication in quantitative techniques over the 16‐year period. Overall this review of the NPD literature uncovers encouraging signs of a maturing discipline. However, there are concerns about continuing issues in methodology, insufficient study of service innovation, and continued focus on process characteristics instead of other antecedents of NPD success. The service sector seems to be understudied, even as the reality of a service economy is generally acknowledged. The call in a recent meta‐analysis to focus more on market and product characteristics and less on process characteristics has not yet been heeded, even by marketing researchers.     

Sectoral Heterogeneity in New Service Development: An Exploratory Study of Service Types and Success Factors

The service industry is of fundamental relevance for the economies of industrialized countries, as the service industry produces the highest growth in the gross domestic product. In this regard, new service development (NSD) represents a critical resource for competitive survival and a decisive factor of growth in the service industry. However, service firms across many industries are increasingly faced with the challenge of determining how best to manage their development of new service offerings. Although researchers have shown growing interest in NSD issues, this area is still underutilized. Furthermore, although the heterogeneity of the service industry has been emphasized for years, the current body of research on NSD mainly focuses on specific service environments, providing data that are often not comparable across different service sectors. Additionally, there is no study to date that comprehensively examines innovation activities and the relevance of service innovations’ success factors within different service industries. The aim of this exploratory study is to establish a more balanced picture of the nature of innovation activities in terms of NSD characteristics and success factors in the heterogeneous service industry. From this perspective, this paper begins with an examination of the factors that contribute to the success of NSD. Based on a meta‐analysis of new service success factor studies, 17 different success determinants are classified and aggregated to service‐related success determinants. Subsequently, a cluster analysis of 1016 service companies is used to identify different service innovation types. For the service sector, four service innovation types are determined: efficient developers, innovative developers, interactive adopters, and standardized adopters. Furthermore, based on interviews with service innovation managers, the previously identified success factors are examined for each innovation type using a standardized survey. Finally, based on the results of this exploratory study, the paper concludes with recommendations for NSD management and research propositions for each service innovation type. These propositions support innovation managers to successfully manage service innovations for the innovation type they are operating in.     

A Comparison of New Service versus New Product Development: Configurations of Collaborative Intensity as Predictors of Performance

Collaboration among firms for innovation has received considerable attention. However, little is known about how firm‐to‐firm collaboration is configured in new service development (NSD) versus new product development (NPD). This study takes a multidimensional approach and measures firm‐to‐firm collaboration on different intensity dimensions of (1) processes (mutual communication, joint engagement, sharing responsibilities) and (2) ownership (relationship commitment and mutual trust). By showing that the phenomenon of collaboration is multifaceted, this study is able to knit a more comprehensive and cohesive understanding of the differences between NSD and NPD success as the result of different patterns of collaboration. Specifically, it utilizes survey data collected from 194 alliances to substantiate how NSD and NPD differ on these collaborative dimensions and then explores their impact on NSD versus NPD performance. The findings suggest that collaboration between firms in NSD is configured and works differently than collaboration between firms in NPD. The results further show that there is a stronger, positive relationship of intensity levels of joint engagement among firms involved in product development and performance than when a new service is developed. However, the intensity of mutual trust has a stronger, positive relationship with development performance when a new service is developed than when a new product is developed. Implications are discussed, and suggestions for future research are given.     

An empirically-based typology of product innovativeness for new financial services: Success and failure scenarios

During the last decade, an increasing number of studies have been concerned with the factors that lead to new service success. Quite a few studies, however, have examined the role of product innovativeness in new service development and performance. The present article aims to test empirically a widespread, yet under‐researched argument, according to which, different innovative types may be associated with different development patterns and performance outcomes. On the basis of a detailed literature review we designed the conceptual framework for the present study. More specifically, we propose that the performance outcome of a new service is the result of the development process followed, which, in turn, is influenced by the innovativeness of the new service. The development process is examined through three blocks of variables, namely new service development activities (i.e., the “what” component), process formality (i.e., the “how” component) and cross‐functional involvement (i.e., the “who” component). Performance is viewed in relation to both financial and non‐financial outcomes. The different dimensions of innovativeness form the basis of our classification scheme. To collect the data, we followed the “dropping off method. That is, we handed in self‐administered questionnaires to participants and, a picking‐up appointment was set. Respondents were NSD project leaders who were asked to select two financial services, one successful and one unsuccessful, that they had developed within the last three years and reply to all questions relating to the development and launching of these services. Overall, 84 financial companies participated in the study, providing data for 132 new financial services (80 successes and 52 failures) developed and marketed in Greece. Data analysis revealed that six distinct service innovativeness types exist. They can be represented in the form of a continuum depending on the degree of innovativeness that characterizes each type. At the most innovative extreme of the continuum we find the new‐to‐the‐market services followed by new‐to‐the‐company services, new delivery processes, service modifications, service line extensions, while at the least innovative end service repositionings are placed. These six types are found to be associated with different development patterns in terms of activities, formality and cross‐functional involvement as well as performance outcomes. Interestingly enough, our data suggest an almost inverted U‐shaped relationship between the degree of innovativeness of a new financial service and financial performance. On the other hand, the major service innovations make the strongest contribution on non‐financial performance, while “me‐too” offerings are the least successful ones. The study has a number of research contributions as well as implications for managers involved in new service development in the financial services industry. The conceptualization of the continuum of innovativeness helps disclosing the critical points of the NSD process and its structuring which, depending of the type of new service and the degree of innovativeness that characterizes it, ensures that the management's objectives regarding the performance of the new service are attained.     

Mixing rich and asynchronous communication for new service development performance

This article explores the nature of relationships between internal communication modes, new service development (NSD) competencies (specifically learning and development competencies) and NSD performance. To do so, it draws on and advances communication theory by comparing and contrasting the contingent approach, favoured by media richness theory and media synchronicity theory, with the multiplicative manner of dual coding theory. Antecedent roles of rich and asynchronous communication modes for two NSD competencies are investigated, and their function as critical contingency variables affecting the competencies–performance link is unravelled. An empirical quantitative study of senior managers of leading service firms was conducted, with a survey‐based methodology. Results show that a learning competency drives development competency which in turn drives NSD performance. Asynchronous communication is essential for learning competency but not for development competency. In contrast, rich communication underpins development but has no direct effect on learning competency. Rich communication is essential for NSD performance when a firm has a low development competency. The interaction between asynchronous and rich communication is shown to be positive for learning, whereas surprisingly it is negative for development competency.     

Critical review of supply chain innovation research (1999–2016)

This paper aims to systematically review the supply chain innovation literature over the last 18 years. It examines the development and current state of supply chain innovation research in management and identifies research gaps. A literature review is conducted to identify and analyze publications in peer-reviewed academic journals that include contributions from different strands of management research. This paper analyzes the theoretical contributions of the supply chain innovation literature using Gregor's (2006) framework of theory classification. It also evaluates the levels of analysis of the literature using the structural view model proposed by Skinner, Han, and Chang (2006). This research identified and analyzed various topics related to the supply chain innovation construct and showed that supply chain innovations can be studied at multiple analytical levels. It also revealed that the field has largely relied on manufacturing firm-based samples and U.S. samples, limiting the generalizability of the findings. The identification and analysis of relevant articles highlighted the need to conceptualize the supply chain innovation construct and develop measurement scales to operationalize it. This literature review is the first to focus on supply chain innovations, summarizing the development of the last 18 years and providing fruitful opportunities for future research. The results presented can be applied to the decision-making process of managers regarding supply chain innovations.     

新服务开发的发展趋势研究

新服务开发已成为企业和社会关注的焦点,与企业的热情相对照,实践中新服务开发的效果却令很多企业失望。文章对新服务开发的发展趋势进行探讨,以期为企业提供实践的参考方向。     

Customer-Driven Product Development Through Quality Function Deployment in the U.S. and Japan

Quality Function Deployment is a tool for bringing the voice of the customer into the product development process from conceptual design through to manufacturing. It begins with a matrix that links customer desires to product engineering requirements, along with competitive benchmarking information, and further matrices can be used to ultimately link this to design of the manufacturing system. Unlike other methods originally developed in the U.S. and transferred to Japan, the QFD methodology was born out of Total Quality Control (TQC) activities in Japan during the 1960s and has been transferred to companies in the U.S. This article reports on the results of a 1995 survey of more than 400 companies in the U.S. and Japan using QFD. The research questions investigated in this study were developed both inductively from QFD case studies in the U.S. and Japan and deductively from the literature. The reported results are in part counterintuitive. The U.S. companies reported a higher degree of usage, management support, cross‐functional involvement, use of QFD driven data sources, and perceived benefits from using QFD. For the most part, the main uses of QFD in the U.S. were restricted to the first matrix (“House of Quality”) that links customer requirements to product engineering requirements and rarely was this carried forward to later matrices. U.S. companies were more apt to use newly collected customer data sources (e.g., focus groups) and methods for analyzing customer requirements. Japanese companies reported using existing product data (e.g., warranty) and a broader set of matrices to a greater extent. The use of analytical techniques in conjunction with QFD (e.g., simulation, design of experiments, regression, mathematical target setting, and analytic hierarchy process) was not wide spread in either country. U.S. companies were more likely to report benefits of QFD in improving cross‐functional integration and better decision‐making processes compared to Japanese companies. Possible reasons for these cross‐national differences as well as their implications are discussed.     

Life‐Cycle Flexibility: How to Measure and Improve the Innovative Capability in Turbulent Environments*

Managing innovation in rapidly moving environments, such as Interned‐based services, is a major challenge for the consolidated theories on product and service development. The innovation management literature identifies flexibility as the right way for coping with these challenges. By increasing the development process flexibility, it is possible to reduce the development time as well as the time and cost needed for last‐minute concept changes. But this is not enough. The product or service must also be flexible after it has been released: A life‐cycle flexibility (LCF) must be pursued. Focused on the Italian on‐line discount brokers industry, this article is a result of a two‐staged research process that started with a qualitative explorative phase (i.e., case‐study methodology) and ended with a quantitative explorative one (i.e., questionnaire methodology). It identifies three different LCF dimensions—frequency of adaptation, rapidity of adaptation, and quality of adaptation—and it defines a metric for each of them. Subsequently, it identifies five managerial and organizational practices that increase at least one of the three LCF dimensions: (1) to manage the back‐end technological competences; (2) to share the front‐end technological competences with external suppliers; (3) to utilize open and standard technologies; (4) to have a low formalization of the new service development (NSD) procedures; and (5) to have high formalization of the NSD organization.     

PERSPECTIVE: Ranking Business Schools on the Management of Technology

Current centers of active research on the management of technology and innovation (MOT) are identified through the use of a publication‐based study. This article develops a methodology for ranking centers of MOT research and in doing so identifies 120 centers of MOT research in different parts of the world. Centers of research are identified in Africa, Asia, Australia, Europe, and North America. Detailed assessment is offered for the 21 U.S.‐based schools with three or more active MOT researchers present. The nature and quality of research activity is assessed with a series of 21 metrics. These metrics consider the number of active faculty, the number of publications researchers have in the base journals during the study period, total publication history, MOT publication history, number of equivalent articles, number of pages published, frequency of citations, and a series of metrics that are a combination of two or more of these factors. The assessment identifies four groups of schools that have MOT research capabilities. Schools with substantial research capability are divided into three tiers based on their rankings in different metrics. Each of the schools ranked in the first tier placed first on at least two of the 21 metrics considered in this study. A reasonable argument can be made that any one of the schools ranking in the first tier is the strongest school in terms of MOT research capabilities. These U.S.‐based schools in alphabetical order are Georgia Tech, MIT, Rensselaer, Rutgers, and Stanford. An important point to note is that there are clear differences in research focus between the different first‐tier schools; therefore, it is quite likely that different types of students, faculties, and practitioners will find each of the first‐tier schools most attractive based on personal fit with these differences in specialization. The schools in the second and third tier have substantial MOT research capability. The fourth tier identifies 18 additional U.S.‐based schools that have some capability due to a core of two researchers. This core could be the springboard to a national ranking or a transitory state due to departure of a faculty member. Future research should consider the stability of the results over time and should explore the links among research capabilities, program structure, student output, and placement.     

PERSPECTIVE: An Analysis of 22 Years of Research in JPIM*

Numerous articles have been published in the Journal of Product Innovation Management (JPIM) since its inception in 1984, representing the most advanced studies dedicated to the management practice in all of the functions involved in the total process of product innovation. It is timely to draw a research profile by investigating the research patterns and development in JPIM to reflect the evolution of the field. First of all, the present study performed a text analysis of 544 research articles published from 1984 to 2005 and then developed a list of research streams. Next, each article was analyzed by coding the following information: the author's background (i.e., academic or professional), the author's country of affiliation, the research topic, the structure of theoretical framework (i.e., analog, composite, or propositional), the type of research design, the quantitative analytical technique, the types of industries, and the countries investigated in the empirical studies. The results indicated that JPIM had made substantial progress in two points. The first is the expanded collaborations of authors, which are not only within the national boundary but also across countries and continents. With such a divergence of research traditions and cultural perspectives, this cooperation offers the potential to enrich the stock of new product development and innovation management theories as well as methodologies more than single‐country arrangement. The second is a high degree of science in respect of methodology. Although JPIM has become a major journal for business research, three opportunities of knowledge advancement were suggested. The first is to reduce the domination of American and European publication and to promote article submission from developing countries. The second concerns the need of relatively broad theoretical schema and diversified research methods. The last opportunity lies in the encouragement of research on certain promising topics.     

Foreign‐Born Academic Scientists and Their Interactions with Industry: Implications for University Technology Commercialization and Corporate Innovation Management

This study examines and characterizes the way foreign‐born academic scientists interact with private firms. Using status characteristics theory, this inquiry explores how foreign‐born tenured and tenure‐track academic scientists in the 150 most research‐intensive U.S. universities interact with the private sector by means of six discrete interaction modes. The study further investigates whether foreign‐born academic scientists' interactions with private firms are more of a formal or informal nature vis‐à‐vis those of native‐born scientists'. The empirical analysis indicates that foreign‐born academic scientists have lower odds of having been approached by private firms to ask about their research activities, lower odds of having served as a paid consultant to firms, and lower odds of having been engaged in the joint transfer and commercialization of technologies with private firms relative to their U.S.‐born counterparts. In contrast, foreign‐born academic scientists have significantly higher odds of having coauthored scientific articles with private firms than their U.S.‐born counterparts. The paper discusses the implications for university technology commercialization and innovation management in firms.     

Changes in the intellectual structure of strategic management research: a bibliometric study of the Strategic Management Journal, 1980–2000

The aim of this paper is to identify the works that have had the greatest impact on strategic management research and to analyze the changes that have taken place in the intellectual structure of this discipline. The methodology is based on the bibliometric techniques of citation and co‐citation analysis which are applied to all the articles published in the Strategic Management Journal from its first issue in 1980 through 2000. Copyright © 2004 John Wiley & Sons, Ltd.     

A Bibliometric Review of Open Innovation: Setting a Research Agenda

Through an objective, systematic, and comprehensive review of the literature on open innovation (OI), this article identifies gaps in existing research, and provides recommendations on how hitherto unused or underused organizational, management, and marketing theories can be applied to advance the field. This study adopts a novel approach by combining two complementary bibliometric methods of co‐citation analysis and text mining of 321 journal articles on OI that enables a robust empirical analysis of the intellectual streams and key concepts underpinning OI. Results reveal that researchers do not sufficiently draw on theoretical perspectives external to the field to examine multiple facets of OI. Research also seems confined to innovation‐specific journals with its focus restricted to a select few OI issues, thereby exerting limited influence on the wider business community. This study reveals three distinct areas within OI research: (1) firm‐centric aspects of OI, (2) management of OI networks, and (3) role of users and communities in OI. Thus far, studies have predominantly investigated the firm‐centric aspects of OI, with a particular focus on the role of knowledge, technology, and R&D from the innovating firm's perspective, while the other two areas remain relatively under‐researched. Further gaps in the literature emerge that present avenues for future research, namely to: (1) develop a more comprehensive understanding of OI by including diverse perspectives (users, networks, and communities), (2) direct increased attention to OI strategy formulation and implementation, and (3) enhance focus on customer co‐creation and conceptualize “open service innovation.” Marketing (e.g., service‐dominant logic), organizational behavior (e.g., communities of practice), and management (e.g., dynamic capabilities) offer suitable theoretical lenses and/or concepts to address these gaps.     

Differential Potency of Factors Affecting Innovation Performance in Manufacturing and Services Firms in Australia

Whether or not industrialized nations are experiencing a fundamental shift from a manufacturing- to a service-based economy may be a matter of debate. However, the service sector is clearly growing at an explosive rate, particularly in comparison with manufacturing. With this in mind, we need to better understand how the successful development of new services differs from that of new products. Such understanding requires identifying the critical success factors for new service development (NSD), as well as contrasting them with the factors underlying successful new product development (NPD). Kwaku Atuahene-Gima describes the results of a study comparing the innovation activities of Australian services firms and manufacturers. The study explores managers' perceptions of the factors necessary for successful NSD and NPD. In addition to comparing the differing perceptions of managers of services firms and manufacturers, the study highlights implications of these differences for managers striving for improved NSD. Services and manufacturing firms focus on similar factors for improving innovation performance. However, the relative importance of those factors depends on the type of firm. The critical factor for services—the importance accorded to innovation activity in the firm's human resource strategy—ranks third in importance for manufacturers. Manufacturers focus primarily on product innovation advantage and quality. In contrast, service innovation advantage and quality ranks third in importance for service firms. Surprisingly, technology synergy is found to have a negative effect on new service performance. If a new service is a close fit with a firm's current technologies, competitors will likely be able to quickly imitate the new service. As a result, NSD efforts based on technology synergy will not provide a competitive advantage. Compared to manufacturers, successful service firms must place greater emphasis on the selection, development, and management of employees who work directly with the customer. Through effective self management, these contact personnel shape the quality of the customer relationship. In addition, their close contact and potentially long-term relationships with customers make such employees an important source of new ideas in the firm's NSD process. Such relationships also cast contact personnel in a make-or-break role in the launching of new services.     

India-focused publications in leading international business journals

Despite an increase in the number of India-focused articles appearing in leading international business journals, there has not been any attempt to conduct systematic reviews that can inform academicians and practitioners about research that has accumulated over the years and identify areas that may be worthwhile to pursue in the future. This article attempts to fill this gap by providing an overview of all publications focusing on the Indian context that appeared in seven leading international business journals between 1991 and 2008. Findings suggest that 74 publications involving 180 authors affiliated to 112 academic and six non-academic institutions from nine international locations contributed to the research by examining a wide variety of international business topics. Findings also reveal that authors affiliated to US-based institutions published more than others and the majority of top-cited publications appeared after 1995. Contributions of various authors and institutions are ranked and summaries of publication types, research methodologies, examined topics, and citations received by different articles are provided. This article concludes by suggesting avenues of future research.     

Success Factors for Service Innovation: A Meta‐Analysis

Service sectors form a considerable part of the world economy. Contrary to the logical assumption that service innovation research should represent a significant share of all innovation research, the vast majority of innovation studies focus on products as opposed to services. This research presents a meta‐analysis of the antecedents of service innovation performance conducted on 92 independent samples obtained from 114 articles published between 1989 and 2015. This research contributes to our understanding of service innovation in three major ways. First, this is the first meta‐analysis that specifically assesses the relative importance of antecedents of service innovation performance, while also pinpointing the differences in meta‐analytic findings between antecedents of service and product innovation performance. Although there are some universal success factors that transcend the boundaries between services and products, the presence of marked differences implies that it would be wrong to treat the development of new services and new products as the same. Second, the meta‐analysis demonstrates that the antecedents of service innovation performance are contingent on the sector context (i.e., explicit versus tacit services). Comparing results between products and services, and between tacit and explicit services, there appears to be a continuum where explicit services sit interstitial between tacit services on one side and products on the other. Third, the meta‐analysis compares and contrasts the antecedents of two dimensions of service innovation performance (i.e., commercial success and strategic competitive advantage). Previous meta‐analyses treated these two dependent variables collectively, which falls short of identifying issues that may affect management decisions when faced with different objectives. Additionally, this research investigates the effect of several other moderators (i.e., culture, unit of analysis, journal quality, and year of publication) on the relationships between the antecedents and service innovation performance. The results are discussed in relation to their implications for research and managerial practice.     

Past,present and future trends of purchasing and supply management: An extensive literature review

This research aims to evaluate the state of the art of Purchasing and Supply Management (PSM). This is carried out through a wide, in-depth, and structured examination of published works. More than one thousand papers (i.e., 1055) published in 20 peer-reviewed journals were collected and analyzed to provide a snapshot of PSM research, including the extent of the overall production, the background theory used, the unit of analysis, the research method, and the main topics investigated. Other literature reviews related to PSM have been conducted in the past but have focused primarily on specific topics and/or considering a narrower set of publications. Furthermore, the authors define a framework useful for analyzing the PSM literature and outline the state of the art of PSM research from a content-specific perspective, including an evaluation of the maturity of PSM research as a discipline.