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An exploration of inter-functional integration in the new service development process

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  • Helen Perks
  • Nina Riihela

Abstract

This article explores the nature of inter-functional integration in the new service development process through a detailed study of two new internal ICT services developed at one of Europe's largest service providers: Consignia, the UK postal service. The study develops a conceptual framework, incorporating dimensions of process, context and outcomes, to inform the analysis. The empirical findings reveal that the level and timing of appropriate functional stakeholders, influence of relationships with external stakeholders, formalisation and ownership of authority, shared understanding of goals and the influence of shifting organisational contexts act as critical factors underlying the nature of inter-functional activities and outcomes. Managerial implications and future research directions are drawn.

Suggested Citation

  • Helen Perks & Nina Riihela, 2004. "An exploration of inter-functional integration in the new service development process," The Service Industries Journal, Taylor & Francis Journals, vol. 24(6), pages 37-63, November.
    • Handle: RePEc:taf:servic:v:24:y:2004:i:6:p:37-63
    DOI: 10.1080/0264206042000299176
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    Cited by:

    1. Yu-Cheng Lee & Jih-Kuang Chen, 2009. "A new service development integrated model," The Service Industries Journal, Taylor & Francis Journals, vol. 29(12), pages 1669-1686, December.
    2. Shunzhong Liu, 2012. "The relationship between strategic type and new service development competence: a study of Chinese knowledge intensive business services," Service Business, Springer;Pan-Pacific Business Association, vol. 6(2), pages 157-175, June.
    3. Heeyong Noh & Youngkeun Song & Ae-Soon Park & Byungun Yoon & Sungjoo Lee, 2016. "Development of new technology-based services," The Service Industries Journal, Taylor & Francis Journals, vol. 36(5-6), pages 200-222, April.
    4. Gallardo-Vázquez, Dolores & Sánchez-Hernández, María Isabel & Corchuelo-Martinez-Azua, María Beatriz, 2013. "Validación de un instrumento de medida para la relación entre la orientación a la responsabilidad social corporativa y otras variables estratégicas de la empresa," Revista de Contabilidad - Spanish Accounting Review, Elsevier, vol. 16(1), pages 11-23.
    5. Lucia Crevani & Kristina Palm & Annika Schilling, 2011. "Innovation management in service firms: a research agenda," Service Business, Springer;Pan-Pacific Business Association, vol. 5(2), pages 177-193, June.
    6. Shu-Hua Chien & Jyh-jye Chen, 2008. "Supplier involvement and customer involvement effect on new product development success in the financial service industry," The Service Industries Journal, Taylor & Francis Journals, vol. 30(2), pages 185-201, February.
    7. Hasan Dinçer & Umit Hacıoğlu & Serhat Yü ksel, 2019. "Examining service innovation competencies of Turkish deposit banks with fuzzy ANP, fuzzy TOPSIS and fuzzy VIKOR methods," Journal of Administrative and Business Studies, Professor Dr. Usman Raja, vol. 5(1), pages 26-36.

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