{"id":"https://openalex.org/W73701729","doi":null,"title":"Successful new service development: A study of the hotel industry in Germany","display_name":"Successful new service development: A study of the hotel industry in Germany","publication_year":2003,"publication_date":"2003-03-01","ids":{"openalex":"https://openalex.org/W73701729","mag":"73701729"},"language":"en","primary_location":{"id":"pmh:oai:ourarchive.otago.ac.nz:10523/1494","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10523/1494","pdf_url":null,"source":{"id":"https://openalex.org/S4306402094","display_name":"Otago University Research Archive (University of Otago)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I80281795","host_organization_name":"University of Otago","host_organization_lineage":["https://openalex.org/I80281795"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Thesis or Dissertation"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"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/A5044813013","display_name":"Michael C. Ottenbacher","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Michael C. Ottenbacher","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5044813013"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.9984999895095825,"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":0.9984999895095825,"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":0.00039999998989515007,"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/T10003","display_name":"Innovation and Knowledge Management","score":0.00039999998989515007,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and 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"}}],"keywords":[{"id":"https://openalex.org/keywords/new-service-development","display_name":"new service development","score":0.9940000176429749},{"id":"https://openalex.org/keywords/hotel-industry","display_name":"hotel industry","score":0.8759999871253967},{"id":"https://openalex.org/keywords/service-employees","display_name":"service employees","score":0.6549999713897705},{"id":"https://openalex.org/keywords/personnel-management","display_name":"personnel management","score":0.796999990940094},{"id":"https://openalex.org/keywords/strategic-human-resource-management","display_name":"strategic human resource management","score":0.8320000171661377},{"id":"https://openalex.org/keywords/employee-empowerment","display_name":"employee empowerment","score":0.9480000138282776},{"id":"https://openalex.org/keywords/employee-training","display_name":"employee training","score":0.984000027179718},{"id":"https://openalex.org/keywords/critical-success-factors","display_name":"success factors","score":0.7250000238418579},{"id":"https://openalex.org/keywords/service-innovation","display_name":"service innovation","score":0.6980000138282776},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.5249999761581421},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.6869999766349792},{"id":"https://openalex.org/keywords/process-dimension","display_name":"process dimension","score":0.847000002861023},{"id":"https://openalex.org/keywords/product-dimensions","display_name":"product dimensions","score":0.8100000023841858},{"id":"https://openalex.org/keywords/human-resource-management-practices","display_name":"human resource management practices","score":0.3310000002384186}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6625009775161743},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.626947820186615},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6038898229598999},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.5747474431991577},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.5420151948928833},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.5056734085083008},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.497896671295166},{"id":"https://openalex.org/C3307092","wikidata":"https://www.wikidata.org/wiki/Q6532095","display_name":"Service innovation","level":3,"score":0.4912685751914978},{"id":"https://openalex.org/C36829320","wikidata":"https://www.wikidata.org/wiki/Q7455785","display_name":"Service product management","level":5,"score":0.4684344232082367},{"id":"https://openalex.org/C43246008","wikidata":"https://www.wikidata.org/wiki/Q55638","display_name":"Tertiary sector of the economy","level":2,"score":0.4114590883255005},{"id":"https://openalex.org/C22614528","wikidata":"https://www.wikidata.org/wiki/Q721322","display_name":"Survival of the fittest","level":2,"score":0.41137295961380005},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.11639940738677979},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C78458016","wikidata":"https://www.wikidata.org/wiki/Q840400","display_name":"Evolutionary biology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:ourarchive.otago.ac.nz:10523/1494","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10523/1494","pdf_url":null,"source":{"id":"https://openalex.org/S4306402094","display_name":"Otago University Research Archive (University of Otago)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I80281795","host_organization_name":"University of Otago","host_organization_lineage":["https://openalex.org/I80281795"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Thesis or Dissertation"},{"id":"mag:73701729","doi":null,"is_oa":false,"landing_page_url":"https://ourarchive.otago.ac.nz/handle/10523/1494?show=full","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.7825999855995178,"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":265,"referenced_works":["https://openalex.org/W12856716","https://openalex.org/W17805075","https://openalex.org/W108306003","https://openalex.org/W145518924","https://openalex.org/W160333544","https://openalex.org/W161764222","https://openalex.org/W190529148","https://openalex.org/W202346731","https://openalex.org/W212407132","https://openalex.org/W219828040","https://openalex.org/W245430544","https://openalex.org/W284829578","https://openalex.org/W288850694","https://openalex.org/W325563152","https://openalex.org/W359273510","https://openalex.org/W364969596","https://openalex.org/W563770896","https://openalex.org/W588853553","https://openalex.org/W604915957","https://openalex.org/W616349275","https://openalex.org/W619455991","https://openalex.org/W632549512","https://openalex.org/W643438459","https://openalex.org/W1258498494","https://openalex.org/W1481344681","https://openalex.org/W1484864026","https://openalex.org/W1496404606","https://openalex.org/W1496977828","https://openalex.org/W1498750023","https://openalex.org/W1499347609","https://openalex.org/W1502729625","https://openalex.org/W1502879666","https://openalex.org/W1504980317","https://openalex.org/W1505999675","https://openalex.org/W1512965346","https://openalex.org/W1522895796","https://openalex.org/W1536272637","https://openalex.org/W1545936633","https://openalex.org/W1549054775","https://openalex.org/W1553228286","https://openalex.org/W1553243973","https://openalex.org/W1553940555","https://openalex.org/W1558416165","https://openalex.org/W1563884224","https://openalex.org/W1567853885","https://openalex.org/W1568274144","https://openalex.org/W1573932815","https://openalex.org/W1574894677","https://openalex.org/W1597676647","https://openalex.org/W1597842479","https://openalex.org/W1600520121","https://openalex.org/W1604915666","https://openalex.org/W1607031738","https://openalex.org/W1749871102","https://openalex.org/W1804814971","https://openalex.org/W1894967774","https://openalex.org/W1915384043","https://openalex.org/W1919623804","https://openalex.org/W1933340129","https://openalex.org/W1960332648","https://openalex.org/W1963920595","https://openalex.org/W1964589798","https://openalex.org/W1964891764","https://openalex.org/W1965507955","https://openalex.org/W1966783909","https://openalex.org/W1967564341","https://openalex.org/W1968629566","https://openalex.org/W1970284708","https://openalex.org/W1971184503","https://openalex.org/W1975512401","https://openalex.org/W1977159696","https://openalex.org/W1977192927","https://openalex.org/W1977816992","https://openalex.org/W1980094624","https://openalex.org/W1981057110","https://openalex.org/W1981169015","https://openalex.org/W1981288847","https://openalex.org/W1981724520","https://openalex.org/W1982612812","https://openalex.org/W1982671368","https://openalex.org/W1983778677","https://openalex.org/W1984338173","https://openalex.org/W1984639421","https://openalex.org/W1985176426","https://openalex.org/W1985889338","https://openalex.org/W1986263315","https://openalex.org/W1987733709","https://openalex.org/W1988175349","https://openalex.org/W1991143883","https://openalex.org/W1991152273","https://openalex.org/W1991623719","https://openalex.org/W1991770189","https://openalex.org/W1993256047","https://openalex.org/W1994376953","https://openalex.org/W1994908584","https://openalex.org/W1995561053","https://openalex.org/W1997470043","https://openalex.org/W1997544404","https://openalex.org/W2000191725","https://openalex.org/W2001189754","https://openalex.org/W2002656340","https://openalex.org/W2004300244","https://openalex.org/W2004896926","https://openalex.org/W2006108384","https://openalex.org/W2007548111","https://openalex.org/W2008015915","https://openalex.org/W2008315121","https://openalex.org/W2009151226","https://openalex.org/W2009165384","https://openalex.org/W2009264992","https://openalex.org/W2010612377","https://openalex.org/W2014670024","https://openalex.org/W2015564674","https://openalex.org/W2017990225","https://openalex.org/W2018484392","https://openalex.org/W2019336417","https://openalex.org/W2019563607","https://openalex.org/W2019611364","https://openalex.org/W2020250012","https://openalex.org/W2020921024","https://openalex.org/W2021770668","https://openalex.org/W2022511253","https://openalex.org/W2022768443","https://openalex.org/W2023172395","https://openalex.org/W2023255831","https://openalex.org/W2023679373","https://openalex.org/W2024180819","https://openalex.org/W2025231673","https://openalex.org/W2026368098","https://openalex.org/W2027491256","https://openalex.org/W2029520384","https://openalex.org/W2032340164","https://openalex.org/W2032698586","https://openalex.org/W2032712175","https://openalex.org/W2033093366","https://openalex.org/W2035303902","https://openalex.org/W2035546400","https://openalex.org/W2037074726","https://openalex.org/W2037445371","https://openalex.org/W2037738393","https://openalex.org/W2037894668","https://openalex.org/W2038999423","https://openalex.org/W2039958286","https://openalex.org/W2041090984","https://openalex.org/W2041262446","https://openalex.org/W2041956529","https://openalex.org/W2044290537","https://openalex.org/W2045373147","https://openalex.org/W2046591626","https://openalex.org/W2046783094","https://openalex.org/W2047345533","https://openalex.org/W2048398942","https://openalex.org/W2049349362","https://openalex.org/W2050123202","https://openalex.org/W2050825106","https://openalex.org/W2051382325","https://openalex.org/W2053647052","https://openalex.org/W2054921957","https://openalex.org/W2056244434","https://openalex.org/W2058473965","https://openalex.org/W2060841925","https://openalex.org/W2060885190","https://openalex.org/W2061110339","https://openalex.org/W2062490363","https://openalex.org/W2063924752","https://openalex.org/W2065245268","https://openalex.org/W2067660748","https://openalex.org/W2069853297","https://openalex.org/W2070717504","https://openalex.org/W2071718941","https://openalex.org/W2072149845","https://openalex.org/W2072800598","https://openalex.org/W2073733140","https://openalex.org/W2074585959","https://openalex.org/W2076075552","https://openalex.org/W2076910414","https://openalex.org/W2077461115","https://openalex.org/W2077617176","https://openalex.org/W2080665071","https://openalex.org/W2081291120","https://openalex.org/W2084486980","https://openalex.org/W2084691611","https://openalex.org/W2085067988","https://openalex.org/W2085162905","https://openalex.org/W2085319288","https://openalex.org/W2086181914","https://openalex.org/W2086711561","https://openalex.org/W2089311904","https://openalex.org/W2091820446","https://openalex.org/W2092167390","https://openalex.org/W2092380343","https://openalex.org/W2092713028","https://openalex.org/W2093689187","https://openalex.org/W2094104230","https://openalex.org/W2094914926","https://openalex.org/W2096010063","https://openalex.org/W2101739100","https://openalex.org/W2102586032","https://openalex.org/W2103013833","https://openalex.org/W2105424602","https://openalex.org/W2108828868","https://openalex.org/W2109811231","https://openalex.org/W2112562395","https://openalex.org/W2113198229","https://openalex.org/W2116456350","https://openalex.org/W2116673183","https://openalex.org/W2117111658","https://openalex.org/W2117942482","https://openalex.org/W2121327975","https://openalex.org/W2121649868","https://openalex.org/W2124023387","https://openalex.org/W2124652067","https://openalex.org/W2125307302","https://openalex.org/W2127747397","https://openalex.org/W2130498239","https://openalex.org/W2131873985","https://openalex.org/W2139331649","https://openalex.org/W2139468378","https://openalex.org/W2142327896","https://openalex.org/W2143641052","https://openalex.org/W2144884044","https://openalex.org/W2150658633","https://openalex.org/W2151513783","https://openalex.org/W2152830697","https://openalex.org/W2153027554","https://openalex.org/W2154367055","https://openalex.org/W2155910527","https://openalex.org/W2157933546","https://openalex.org/W2159685282","https://openalex.org/W2166043165","https://openalex.org/W2166465205","https://openalex.org/W2167952418","https://openalex.org/W2169962981","https://openalex.org/W2172063053","https://openalex.org/W2175860213","https://openalex.org/W2204204330","https://openalex.org/W2281697228","https://openalex.org/W2295656366","https://openalex.org/W2324153974","https://openalex.org/W2324540838","https://openalex.org/W2326361446","https://openalex.org/W2328787159","https://openalex.org/W2329397635","https://openalex.org/W2329774561","https://openalex.org/W2330864153","https://openalex.org/W2333057539","https://openalex.org/W2335472406","https://openalex.org/W2485823209","https://openalex.org/W2519883048","https://openalex.org/W2523563130","https://openalex.org/W2571172251","https://openalex.org/W2798544580","https://openalex.org/W2799071688","https://openalex.org/W2891846811","https://openalex.org/W3004807288","https://openalex.org/W3022034802","https://openalex.org/W3122125999","https://openalex.org/W3122526231","https://openalex.org/W3123471572","https://openalex.org/W3133917342","https://openalex.org/W3135358928","https://openalex.org/W3142968148","https://openalex.org/W3147133440","https://openalex.org/W3149395617","https://openalex.org/W4246854862"],"related_works":["https://openalex.org/W1506585869","https://openalex.org/W1510185497","https://openalex.org/W2016359458","https://openalex.org/W2186374046","https://openalex.org/W7169948046","https://openalex.org/W4307627613","https://openalex.org/W2167085188","https://openalex.org/W4232721675","https://openalex.org/W1543286108","https://openalex.org/W7097076392"],"abstract_inverted_index":{"Meeting":[0],"the":[1,22,29,44,60,100,109,112,132,139,148,163,180,183,206,235,243,251,254,258,272,277,294,306,342,351,355,420,455],"challenges":[2],"of":[3,21,46,94,111,151,165,182,197,205,237,260,274,283,296,308,350,357,364,368,373,394,425],"an":[4,436],"unstable":[5],"and":[6,145,195,208,225,266,313,333,344,392,429,446],"turbulent":[7],"business":[8],"environment":[9],"is":[10,14,33,57,105,292,305,435],"not":[11,160,293,415],"easy,":[12],"it":[13,32,104,304],"like":[15],"Darwin's":[16],"evolution":[17],"theory":[18],"\u2014":[19],"survival":[20],"fittest.":[23],"In":[24],"order":[25],"to":[26,38,54,72,107,123,167,179,341],"survive":[27],"in":[28,70,89,99,253,276,290,314,400,439],"market":[30,101,343],"place,":[31],"important":[34,149,437],"for":[35,63,80,171,419],"service":[36,65,82,120,152,198,210,222,245,360],"organisations":[37,211],"successfully":[39,47],"develop":[40],"new":[41,49,64,73,81,96,358],"services.":[42],"Despite":[43],"importance":[45],"developing":[48],"services,":[50],"knowledge":[51,110],"about":[52],"how":[53,166],"achieve":[55],"success":[56,78,128,140,181,265,319,337,397],"limited":[58],"because":[59,187],"failure":[61],"rate":[62,79],"developments":[66,75],"(NSD)":[67],"remains":[68],"high":[69,231],"comparison":[71],"product":[74],"(NPD).":[76],"The":[77,193,318,362,371,423],"projects":[83],"are":[84,122,176],"on":[85,242,263,271,381],"average":[86],"58":[87],"percent,":[88],"other":[90],"words,":[91],"four":[92,325],"out":[93],"ten":[95],"services":[97],"fail":[98],"place.":[102],"Therefore,":[103,247],"critical":[106,178],"expand":[108],"factors":[113,141,269,338,349,363,372,398,409],"that":[114,228,287,376,432],"impact":[115,190,259,270,380],"innovation":[116],"efforts":[117],"performance,":[118],"if":[119],"firms":[121],"significantly":[124,201],"improve":[125],"their":[126,221],"low":[127],"rate.":[129],"\\n":[130,280],"\\nIn":[131],"past,":[133],"several":[134,310],"empirical":[135],"studies":[136,403],"have":[137,146,159,377,404,410],"investigated":[138],"associated":[142],"with":[143],"NSD":[144,155,238,264,275,291,382,402],"shown":[147],"role":[150],"employees":[153,175,199],"within":[154],"activities,":[156],"however,":[157],"they":[158,185,188,217,229],"specifically":[161],"addressed":[162],"issue":[164],"manage":[168,220],"human":[169,386],"resources":[170],"maximum":[172],"effect.":[173],"Service":[174],"enormously":[177],"organisation":[184],"represent":[186],"directly":[189],"customers'":[191,203],"satisfaction.":[192],"attitudes":[194,224],"behaviours":[196,226],"can":[200,218,321,451],"influence":[202,354],"perceptions":[204],"service,":[207],"therefore,":[209],"must":[212],"find":[213],"ways":[214],"by":[215,256],"which":[216],"effectively":[219],"employees'":[223],"so":[227],"deliver":[230],"quality":[232],"service.":[233],"Furthermore,":[234,441],"majority":[236],"research":[239],"has":[240],"concentrated":[241],"financial":[244],"sector.":[246,422],"this":[248,284,426],"study":[249,285,427],"addresses":[250],"gaps":[252],"literature":[255],"examining":[257],"employee":[261,365,374,433],"management":[262,366,375,434],"investigates":[267],"what":[268],"performance":[273,356,383],"hotel":[278,359,421],"industry.":[279],"\\nThe":[281],"findings":[282,424],"suggest":[286],"successful":[288],"outcome":[289],"result":[295,307],"managing":[297,309],"one":[298],"or":[299,414],"two":[300],"activities":[301],"very":[302],"well,":[303],"aspects":[311],"competently":[312],"a":[315,378],"balanced":[316],"manner.":[317],"determinants":[320],"be":[322,452],"summarised":[323],"into":[324],"groups:":[326],"(i)":[327],"product-related,":[328],"(ii)":[329],"market-related,":[330],"(iii)":[331],"process-related":[332],"(iv)":[334],"organisational-related.":[335],"Key":[336],"relate":[339],"especially":[340],"organisational":[345],"dimensions,":[346],"while":[347,407],"most":[348],"process":[352],"dimensions":[353],"projects.":[361],"were":[367,384],"fundamental":[369],"importance.":[370],"strong":[379],"strategic":[385],"resource":[387],"management,":[388],"behaviour-based":[389],"evaluation,":[390],"empowerment":[391],"training":[393],"employees.":[395],"Most":[396],"found":[399],"previous":[401],"been":[405,411],"confirmed,":[406],"some":[408,447],"partly":[412],"confirmed":[413,416,431],"at":[417],"all":[418],"demonstrated":[428],"empirically":[430],"aspect":[438],"NSD.":[440],"these":[442],"results":[443],"contribute":[444],"academically":[445],"useful":[448],"managerial":[449],"implications":[450],"drawn":[453],"from":[454],"findings.":[456]},"counts_by_year":[{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":1}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}