{"id":"https://openalex.org/W1974533366","doi":"https://doi.org/10.1057/palgrave.fsm.4770003","title":"Stakeholder involvement in the new service design process","display_name":"Stakeholder involvement in the new service design process","publication_year":2000,"publication_date":"2000-09-01","ids":{"openalex":"https://openalex.org/W1974533366","doi":"https://doi.org/10.1057/palgrave.fsm.4770003","mag":"1974533366"},"language":"en","primary_location":{"id":"doi:10.1057/palgrave.fsm.4770003","doi":"https://doi.org/10.1057/palgrave.fsm.4770003","is_oa":false,"landing_page_url":"https://doi.org/10.1057/palgrave.fsm.4770003","pdf_url":null,"source":{"id":"https://openalex.org/S126354654","display_name":"Journal of Financial Services Marketing","issn_l":"1363-0539","issn":["1363-0539","1479-1846"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","cwts-core","jufo-1","norway-1","poland-40","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319702","host_organization_name":"Palgrave Macmillan","host_organization_lineage":["https://openalex.org/P4310319702","https://openalex.org/P4310319964"],"host_organization_lineage_names":["Palgrave Macmillan","Macmillan Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Financial Services Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5091759697","display_name":"Anne M. Smith","orcid":"https://orcid.org/0000-0003-2882-9892","observed_orcids":["https://orcid.org/0000-0003-2882-9892"]},"institutions":[{"id":"https://openalex.org/I7882870","display_name":"University of Glasgow","ror":"https://ror.org/00vtgdb53","country_code":"GB","type":"education","lineage":["https://openalex.org/I7882870"]}],"countries":["GB"],"is_corresponding":true,"raw_author_name":"Anne M Smith","raw_affiliation_strings":["Department of Management Studies, University of Glasgow, 21 Western Court, University Place, Glasgow, G12 8QQ, UK","University of Glasgow"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management Studies, University of Glasgow, 21 Western Court, University Place, Glasgow, G12 8QQ, UK","institution_ids":["https://openalex.org/I7882870"]},{"raw_affiliation_string":"University of Glasgow","institution_ids":["https://openalex.org/I7882870"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5049650673","display_name":"Moira Fischbacher","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I7882870","display_name":"University of Glasgow","ror":"https://ror.org/00vtgdb53","country_code":"GB","type":"education","lineage":["https://openalex.org/I7882870"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Moira Fischbacher","raw_affiliation_strings":["Department of Management Studies, University of Glasgow, 21 Western Court, University Place, Glasgow, G12 8QQ, UK","University of Glasgow"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management Studies, University of Glasgow, 21 Western Court, University Place, Glasgow, G12 8QQ, UK","institution_ids":["https://openalex.org/I7882870"]},{"raw_affiliation_string":"University of Glasgow","institution_ids":["https://openalex.org/I7882870"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5091759697"],"corresponding_institution_ids":["https://openalex.org/I7882870"],"apc_list":{"value":3290,"currency":"USD","value_usd":3290},"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":16,"citation_normalized_percentile":{"value":0.44117298,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"5","issue":"1","first_page":"21","last_page":"31"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9976000189781189,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9976000189781189,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.0012000000569969416,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11729","display_name":"Product Development and Customization","score":0.0003000000142492354,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/stakeholder-engagement","display_name":"stakeholder engagement","score":0.9929999709129333},{"id":"https://openalex.org/keywords/service-design","display_name":"service design","score":0.8629999756813049},{"id":"https://openalex.org/keywords/new-product-development","display_name":"new product development","score":0.9110000133514404},{"id":"https://openalex.org/keywords/new-service-development","display_name":"new service development","score":0.6650000214576721},{"id":"https://openalex.org/keywords/financial-services","display_name":"financial services","score":0.8309999704360962},{"id":"https://openalex.org/keywords/banking-innovation","display_name":"banking innovation","score":0.38600000739097595},{"id":"https://openalex.org/keywords/stakeholder-conflict","display_name":"stakeholder conflict","score":0.7839999794960022},{"id":"https://openalex.org/keywords/service-delivery","display_name":"service delivery","score":0.5139999985694885}],"concepts":[{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.6789827346801758},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6446486115455627},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.6314525008201599},{"id":"https://openalex.org/C36829320","wikidata":"https://www.wikidata.org/wiki/Q7455785","display_name":"Service product management","level":5,"score":0.6025694012641907},{"id":"https://openalex.org/C19351080","wikidata":"https://www.wikidata.org/wiki/Q1395034","display_name":"New product development","level":2,"score":0.5778657793998718},{"id":"https://openalex.org/C201305675","wikidata":"https://www.wikidata.org/wiki/Q852998","display_name":"Stakeholder","level":2,"score":0.564395546913147},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.552208662033081},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5395649075508118},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.48331379890441895},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.4753950834274292},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4668147563934326},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.4552851617336273},{"id":"https://openalex.org/C129361004","wikidata":"https://www.wikidata.org/wiki/Q2470236","display_name":"Profitability index","level":2,"score":0.4364428222179413},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.41109541058540344},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.3700940012931824},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.17933261394500732},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.12157630920410156},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.07531920075416565},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1057/palgrave.fsm.4770003","doi":"https://doi.org/10.1057/palgrave.fsm.4770003","is_oa":false,"landing_page_url":"https://doi.org/10.1057/palgrave.fsm.4770003","pdf_url":null,"source":{"id":"https://openalex.org/S126354654","display_name":"Journal of Financial Services Marketing","issn_l":"1363-0539","issn":["1363-0539","1479-1846"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","cwts-core","jufo-1","norway-1","poland-40","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319702","host_organization_name":"Palgrave Macmillan","host_organization_lineage":["https://openalex.org/P4310319702","https://openalex.org/P4310319964"],"host_organization_lineage_names":["Palgrave Macmillan","Macmillan Publishers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Financial Services Marketing","raw_type":"journal-article"},{"id":"pmh:oai:eprints.gla.ac.uk:53250","doi":null,"is_oa":false,"landing_page_url":"http://eprints.gla.ac.uk/53250/","pdf_url":null,"source":{"id":"https://openalex.org/S4210235606","display_name":"ENLIGHTEN (Jurnal Bimbingan dan Konseling Islam)","issn_l":"2622-8912","issn":["2622-8912","2622-8920"],"is_oa":false,"is_in_doaj":true,"is_core":false,"listed_in":["doaj"],"host_organization":"https://openalex.org/I4405259220","host_organization_name":"Institut Agama Islam Negeri Langsa","host_organization_lineage":["https://openalex.org/I4405259220"],"host_organization_lineage_names":[],"type":"journal"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Articles"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure","score":0.4699999988079071}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":42,"referenced_works":["https://openalex.org/W17805075","https://openalex.org/W189858767","https://openalex.org/W348660204","https://openalex.org/W1489085250","https://openalex.org/W1574655732","https://openalex.org/W1967630620","https://openalex.org/W1968629566","https://openalex.org/W1973033485","https://openalex.org/W1978125974","https://openalex.org/W1978576934","https://openalex.org/W1979522819","https://openalex.org/W1987819228","https://openalex.org/W1995561053","https://openalex.org/W1996137064","https://openalex.org/W2003958642","https://openalex.org/W2004525302","https://openalex.org/W2010221102","https://openalex.org/W2011888272","https://openalex.org/W2012213743","https://openalex.org/W2023679373","https://openalex.org/W2026368098","https://openalex.org/W2030598985","https://openalex.org/W2035130235","https://openalex.org/W2036715421","https://openalex.org/W2043490517","https://openalex.org/W2054685812","https://openalex.org/W2058394280","https://openalex.org/W2060916230","https://openalex.org/W2067723160","https://openalex.org/W2070549905","https://openalex.org/W2073281992","https://openalex.org/W2073815119","https://openalex.org/W2081774187","https://openalex.org/W2084486980","https://openalex.org/W2094013842","https://openalex.org/W2134995742","https://openalex.org/W2157261453","https://openalex.org/W2171148471","https://openalex.org/W2270788124","https://openalex.org/W2323278456","https://openalex.org/W2498587272","https://openalex.org/W3125836111"],"related_works":["https://openalex.org/W1975881934","https://openalex.org/W2620897493","https://openalex.org/W2791646260","https://openalex.org/W2336997730","https://openalex.org/W2274071623","https://openalex.org/W7000261842","https://openalex.org/W4236170738","https://openalex.org/W2433794991","https://openalex.org/W436634884","https://openalex.org/W3045306795"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":1},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":3},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":2},{"year":2012,"cited_by_count":1}],"updated_date":"2026-10-12T09:40:04.860316","created_date":"2016-06-24T00:00:00"}