An exploratory investigation of user involvement in new service development

Due to major structural changes in the service sector, many service managers are recognizing the need to continually develop new services that are timely and responsive to user needs. Thus, user input and involvement in new service development are an important area of inquiry. Although there has been a resurgence of academic and practitioner interest in new service development, there is a dearth of research on how users are involved in new service development. This study first combines insights from extant literature and exploratory interviews with practitioners to identify four key elements of user involvement, including objectives, stages, intensity, and modes of involvement, and then investigates these four elements in 12 service firms. Based on the findings, the author develops an inventory of activities that needs to be carried out in involving users in a new service development project. Intekhab (Ian) Alam is an assistant professor of marketing in the Jones School of Business, State University of New York (SUNY) at Geneseo. He received his Ph.D. from the University of Southern Queensland in Australia and a master's of business in marketing (by research) from the Queensland University of Technology in Brisbane, Australia. He conducts research in the area of new product and service development and international marketing. His research has been published (or is forthcoming) in theJournal of International Marketing and Exporting, Journal of Services Marketing, American Marketing Association— Marketing Educator's Conference Proceedings, and several other international conference proceedings. He also has extensive consulting experience in the areas of new product/service development.     

RESIDUAL WAGE DISPARITY AND COORDINATION UNEMPLOYMENT*

How much of residual wage dispersion can be explained by an absence of coordination among firms? To answer, we construct a dynamic directed search model with identical workers where firms can create high‐ or low‐productivity jobs and are uncoordinated in their offers to workers, calibrated to the U.S. economy. Workers can exploit ex post opportunities once approached by firms, and can conduct on‐the‐job search. The stationary equilibrium wage distribution is hump‐shaped, skewed significantly to the right, and, with baseline parameters, generates residual dispersion statistics 75–90% of those found empirically. However, the model underestimates the average duration of unemployment.     

An Empty Promise: Average Cost Savings and Scale Economies among Canadian and American Manufacturers, 1910-1988

During the debate that led up to the implementation of a bilateral free-trade agreement between Canada and the United States on January 1, 1989, much was made of economists' claims that both nations could expect significant welfare improvements as a result of the removal of tariffs on traded goods. The welfare gains were expected to flow from average cost savings associated with the exploitation of scale economies. In this article, I show that it was overly optimistic to predict substantive, permanent average cost convergence as a result of adjustments in the scale of production among Canadian or American manufacturing firms. I conclude that the formation of reasonable expectations regarding the effects of trade-induced output adjustments should consider global- and local scale economies and should employ data that are not dominated by a single cycle of macroeconomic volatility.     

RISK, PERSISTENCE and FOCUS: A LIFE CYCLE OF THE ENTREPRENEUR

Adapting a life cycle model from managerial literature, conclusions are drawn about the nature of colonial entrepreneurship from a case analysis of 133 New Zealand entrepreneurs, active between 1880 and 1910. Five stages in the life cycle of the entrepreneur are investigated: preparation, embarkation, exploration, expansion and transformation. Characteristic behaviours observed include the prevalence of entrepreneurial partnerships; a propensity for commencing multiple business ventures; and persistence in the face of business failure. Strategically, the colonial entrepreneur leveraged personal skills and abilities as a modus operandi for business expansion, often relying on family ownership and family management structures.     

Invisible work, invisible skills: interactive customer service as articulation work

The concept of emotional labour provides an incomplete account of interactive service work, underplaying its invisible cognitive and non-routine elements. In interactive work, from customer service jobs in the fast food industry to 'knowledge work' and at those levels in between on which we focus here, many jobs involve 'articulation work'—the often unacknowledged management of awkward intersections among the social worlds of people, technology and organisations.     

How Monetary Policy can have Permanent Real Effects with Only Temporary Nominal Rigidity

A macroeconomic model is developed in which the psychological concept of loss aversion is incorporated into workers' preferences. The impact of monetary policy in the presence of loss aversion depends on the specification of the reference wage. The plausible specification that a worker's reference wage is the real wage she was paid in the previous period is considered in detail. Specifying the reference wage in this way, we show that an unanticipated change in monetary policy has a permanent, real effect when short term labour contracts are written in nominal wages.