Identifying determinants of success in development of new high‐contact services

Identifying determinants of success in development of new high‐contact services

Purpose – The purpose of this study is to gain insight into factors that contribute to the success in high contact new service development (NSD) projects.Design/methodology/approach – Data were collected via questionnaires from hospitality managers knowledgeable about NSD in their organization (sample size =183; response rate 38.1 percent). Discriminant analysis was used to identify the factors that are responsible for successful high contact NSD projects in the hospitality industry.Findings – Research results indicate that seven factors play a distinctive role in the outcome of high contact NSD: market attractiveness, strategic human resource management, market responsiveness, empowerment, training of employees, employee commitment and marketing synergy.Research limitations/implications – This study was conducted in only one industry (hospitality) and one country (Germany) and included only the views of managers.Practical implications – This study outlines the importance of human resource management fact...

目的——本研究旨在深入了解有助于高接触型新服务开发（NSD）项目成功的因素。 设计/方法/途径——通过向了解其所在组织新服务开发情况的酒店管理人员发放问卷收集数据（样本量 = 183；回复率38.1%）。运用判别分析来确定酒店业中高接触型新服务开发项目成功的相关因素。 研究结果——研究结果表明，七个因素在高接触型新服务开发的结果中起着独特的作用：市场吸引力、战略性人力资源管理、市场响应能力、授权、员工培训、员工敬业度以及营销协同效应。 研究局限性/影响——本研究仅在一个行业（酒店业）和一个国家（德国）进行，且仅包含管理人员的观点。 实际影响——本研究概述了人力资源管理因素的重要性……