Abstract
Today, the innovative activities of companies in new service development (NSD) have an undeniable contribution to the economic development of countries. Given the recent advances in the healthcare industry, the issue of NSD and performance management of firms operating in this industry has received special attention of researchers and decision makers. A review of previous research shows that on the one hand there is no agreement among experts on NSD performance measurement criteria and on the other hand there has been no systematic framework that can measure and manage firm performance in this area. The proposed framework should allow for interaction between different decision makers, considering multiple and sometimes conflicting criteria. In this regard, this paper aimed to provide a framework to assess the NSD performance in healthcare industry using multiple-criteria-decision-making methods. The proposed model consists of 17 different criteria that have been identified and finalized based on previous studies as well as experts’ opinions. Then, the indicators are classified with the help of experts in the form of a balanced scorecard model and presented as an initial model. Due to internal relationships between criteria, this model was evaluated using interpretive structural modelling and modelled at 5 different levels. Then, the analytic network process approach was applied to determine criteria weights. Finally, new service development performance in Moheb hospital was evaluated through the framework proposed here.
Highlights
In today’s competitive global business world, services constitute a major part of total economic activity and employment in most economies (De Jong & Vermeulen, 2003)
Services have a significant share in the economic development of different countries, especially developing countries
New service development refers to a key strategic factor in creating value to enhance the profitability of existing customers and motivate prospects
Summary
In today’s competitive global business world, services constitute a major part of total economic activity and employment in most economies (De Jong & Vermeulen, 2003). It can be boldly claimed that the healthcare industry in general is one of the most important areas for the development of new services and will have a significant impact on economic development, social welfare and job creation. These innovations have been used in various fields in the medical industry of countries, including innovation in service delivery, innovation in products, innovation in internal processes of hospitals, improving the quality of services and products, and the use of ideation platforms in hospitals. These innovations will have positive effects on the patients’ well-being, the quality of hospitals, the effectiveness of the insurance industry, as well as the economic development and social welfare (Elg et al, 2012; Kriegel et al, 2013)
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