Product-service Development Research Articles

Service product development for Yudharta Advertising and Press

Yudharta Advertising and Press is a productive business unit under the auspices of Yudharta Pasuruan University which is engaged in serving book publishing and printing for the general public. This existence aims to help the community in increasing book literacy. The purpose of this service is to increase service products in the productive business unit Yudharta Advertising and Press. Development activities are carried out with FGDs, creating websites, and developing partnerships. The result of this activity is that partners have increasingly varied service products and can be accessed easily by the wider community for their services to be utilized.

MARKETING MANAGEMENT IN THE MANAGEMENT SYSTEM OF AGRICULTURAL ENTERPRISES

The article carries out an epistemological analysis of the author's interpretations of the essence of marketing management according to the selected conceptual approaches, which has made it possible to establish that the set of interpretations of such a complex economic category is different, which depends on the main components of the system, which in a certain period of time form its influence on the activities of agricultural enterprises. The subject, purpose, tasks, functions and tasks of marketing management of agricultural enterprises are defined. The author’s definition of marketing management of agricultural enterprises is presented. It has been established that the application of marketing management at agricultural enterprises is related with the marketing research of agricultural market subjects, their analysis and response to changes in the internal and external environment of the functioning of enterprises. The marketing management system of an agricultural enterprise represents a wide range of marketing and management knowledge, in particular, product (service) development and advertising and promotion, sales and integrated marketing communications, planning, branding, budgeting and strategic management. In order to form an effective system of marketing management of an agricultural enterprise, it is necessary to understand the process of marketing management to achieve the defined goals. In accordance with the marketing management system, a study of the goals of the studied agricultural enterprises was carried out, which is an objective necessity under the changing conditions of the development of the agricultural market, which is determined by tough conditions of competition, dynamic changes in consumer tastes and preferences, and global innovation processes in the fields of agriculture.

Marketing of Accountancy Services in Nigeria: The Institutional Constraints

This paper examined the institutional constraints in the marketing accountancy services in Nigeria. It was established that accountancy services are many, and they include services provided by accountants other than statutory audit. In view of the fact that providers of these services are professionally qualified accountants, there must be some competition among them, leading to intense marketing activities. However, this paper found that professional bodies, in particular, Institute of Chartered Accountants of Nigeria (ICAN) have developed stringent guidelines, rules, and professional ethical standards that seriously curtail marketing activities of product (service) development, and service distribution, pricing, and promotional activities among accountants in Nigeria.

Implementation of Service Quality Improvement Strategies in Service Unit Division PT. Pos Indonesia (Persero) Jakarta

Globalization demands an increasing change in all fields, one of which is the field of Services and services. Judging from the number of companies engaged in services and services, PT Pos Indonesia is required to have a special strategy to be able to compete with other companies. This study aims to find out how the strategies used to improve service quality, obstacles encountered, and how the solutions to overcome these obstacles. The research methodology used is a qualitative descriptive study using observational approaches, interviews, and documentation. With the results of research in the form of excellent service strategies by providing the best service to customers and service product development strategies that have been developed to facilitate customers running his business. Constraints in the form of lack of patience, technical and weather problems, accuracy, internet connection, when the COD of the recipient is not in place, and return of goods. And how to cope with extra patience, the existence of further communication and apologies, sorting goods so as not to be confused, fixing an internet connection, maintaining communication by contacting first that the recipient is in place, and ensuring the goods are damaged by the seller or courier

DESIGN THINKING AND CREATIVITY AS A MEANS OF PROBLEM SOLVING IN THE FRAMEWORK OF SYSTEM APPROACH

Design thinking has been used as a means of problem-solving by many successful international organizations such as General Electric, Proctor & Gamble, Sony, and Philips. Although the importance of design in organizations has been accepted, the contributions of design in innovation is better seen new product and new service development More recently, design thinking has become an important factor in organization strategy (Matthew & Wrigley, 2017: 41). Recent research indicates that companies who use design in their operations, perform better economically in the marketplace (Borja de Mozota, 2006; Moultrie-Livesey, 2009; Dell’Era vd., 2010). In this study, the design process will be examined to solve the problem of who will participate in the decision-making process and how creativity will be derived in systems thinking scope and the effect of the idealized design method proposed by Ackoff in revealing creativity will be set forth. As a result, creativity is the introduction of new and unconventional. Creativity shows itself either in product or in thought. In this context, it has been suggested that idealized design is the best way to reveal creativity.

Expedition Service Product Development Strategy with Quality Function Deployment Method

This study assesses the quality of Express Post service provided by PT. Pos Indonesia with Quality Function Deployment Method (QFD). Approximately 90 customers of Express Post in Boyolali were selected through systematic sampling to gather their opinions. In the meantime, PT Post Indonesia’s Jakarta Central Office’s Research and Development Department is involved to collect technical responses or activites. This study has identified 12 attributes of Express Post that require improvement. To solve the problems related to those attributes, this study has identified training on Express Post service standard operating procedure for new employees as the priority activity to be undertaken by PT. Pos Indonesia since it has the most significant influence on the quality of Express Post. In addition, the study also suggests two other technical responses to be taken into consideration including ensuring service cut of time of and ensuring delivery reception not disrupting the service cut off time.

Idea Facilitation—A Tool for Experience and Service Innovation

Product and service innovation does not happen in isolation; it requires a cross‐functional team—most of whom are not designers and may not even be familiar with design practices. In digital product or service offering, more often than not the core team developing/enhancing product consists of multiple functions—from design and engineering to marketing and sales, with little or no familiarity with design processes and practices such as creative ideation. In such cases, ideation becomes a platform for groupthink and corporate inertia, deterring lateral thinking and innovation.Hence, a structured approach to idea facilitation can help achieve the maximum opportunities availed by ideation sessions: innovative experience and service ideas. Structured ideation frameworks can discourage linear thinking and encourage teams to think strategically and laterally—by switching perspectives, identifying multiple points of view, challenging assumptions, and contextualizing problems.This paper provides a number of idea facilitation frameworks that enable creative and innovative outcomes when working with a multifunctional team—with design and nondesign professionals with various levels of product–service development experience. These frameworks bridge the gap between insights and strategy and create conditions necessary for creative and lateral thinking. Additionally, it provides best practices to help operationalize idea management.

Análisis comparativo de los costes de acceso a centros de servicio y bases de datos

A pesar de ser el precio uno de los elementos más importantes en la estrategia de implantación y desarrollo de cualquier producto o servicio, por diferentes circunstancias no hay disponibles trabajos suficientemente accesibles y explícitos que faciliten a los no especialistas en telecomunicaciones la comprensión de las tarifas y de su concreción en las diversas situaciones de nuestro diario quehacer. Con este artículo se intenta paliar, al menos en una pequeña parte, esa carencia. Contiene, junto a un resumen simplificado de las tarifas de algunos servicios de transmisión de datos comercializados por Telefónica de España, un pequeño análisis comparativo de los costes de acceso en línea a bases de datos españolas y de otros países

PT Pelni's Operational Performance as a Livestock Ship Operator

Research aims to determine the achievement of operational performance of ships in aspects of marketing, operations, and finance in the Livestock Transport and Distribution Program. It started from the achievement of the number of livestock, the fulfillment of proper ship facilities, and the achievement of efficient financial value. This research was conducted at PT Pelni (Persero) using descriptive qualitative methods. Data were collected from interviews with 26 related people, observations, documentation, and Focus Group Discussion (FGD) with 8 interested parties. The results of marketing performance analysis show that service product development is return cargo, the image of service products organized by the government, the highest market share acquisition of 23.30% in 2018, and lower tariffs of 25.77% to 48.14% from private operators. Whereas the results of the analysis of operating performance show that OTP has not achieved 3 (three) times in 2018, an eligible tracking system, completed SMC, and animal welfare facilities. Finally, the results of financial performance analysis show that the highest GPM is 8.64% and NPM 7.44%, government subsidies above 80%, and fuel costs above 40% in common-size, and livestock payload income is below the index.

Track 5.g Introduction: Design with Foresight: Strategic Anticipation in Design Research

Global changes in the 21st century appear intractable as social, technological and environmental trends force the contemporary organization to address these uncertainties in vision and strategic direction. Enterprises across nearly all sectors of the globalized economy must adapt competitive strategies to anticipate specific political, resource, and market uncertainties that could impact expected growth and broader social benefits. Yet the inclusion of strategic foresight within system, product and service design projects has yet to reach its potential in business enterprises. 
 Given the uncertainties these often-cited global trends impose, why are decision makers not relying on strategic foresight to inform design decisions and strategic product service development? The most popular business design processes continue to be decidedly short-term reasoning practices: Agile, Lean, and Design Thinking are at least three problematic methodologies that might repel or constrain the uptake of serious futures anticipation. Business foresight practices are commonly relegated to strategy development, thereby informing business models and competitive strategy, but not necessarily the productive design capacity of the enterprise.
 While design often addresses complex business problems for today’s world and the immediate future, strategic foresight develops alternative scenarios for the futures in which these solutions will exist. Scholars and educators in these core fields are devoting increased attention to the question the most effective organizational process or fit for successful, actionable long-horizon strategies .

Managerial attention alteration in integrated product-service development

This paper examines managerial attention alteration in an integrated product-service development project. A case study was conducted to shed light on the issue of developing integrated offerings in a product-oriented organisation. It is shown that attention given to product-related aspects will suppress service-related aspects. Since structures and channels benefit a product-orientation, service-related issues that use the same channels tend to be undermined. It is suggested that attention to both aspects would be enabled by a focus on the overall integrated offering rather than on the individual components competing for attention. However, an integrated project faces challenges in maintaining such a focus due to organisational structures that separate product- and service-related issues into separate channels.

Managerial attention alteration in integrated product-service development

This paper examines managerial attention alteration in an integrated product-service development project. A case study was conducted to shed light on the issue of developing integrated offerings in a product-oriented organisation. It is shown that attention given to product-related aspects will suppress service-related aspects. Since structures and channels benefit a product-orientation, service-related issues that use the same channels tend to be undermined. It is suggested that attention to both aspects would be enabled by a focus on the overall integrated offering rather than on the individual components competing for attention. However, an integrated project faces challenges in maintaining such a focus due to organisational structures that separate product- and service-related issues into separate channels.

Fashion education in Sri Lanka: the nexus between formal and informal education

ABSTRACTFor the past 15 years, the Sri Lankan apparel industry has been upgrading from apparel assembly to providing design and product development services. The country’s fashion education developed in response to the industry’s need for design professionals. The purpose of this study is to explore how fashion designer competencies are developed within Sri Lanka. This study adopts a qualitative approach using semi-structured interviews conducted with 28 fashion and product development professionals, selected through purposive sampling. The development of fashion designer competencies within SL in this context are analysed and discussed. The study proposes a ‘fashion education ecosystem’ that has emerged from the nexus between formal fashion education and training and professional development within the industry, supporting the upgrading of the industry through the enhancement of designer skills. Sri Lanka, as a small country that depends heavily on the apparel industry for employment and economic development, provides a model for other developing countries seeking industrial upgrading from apparel assembly to design and product development services through the fashion education ecosystem.

Regional Marketing Tourism Destination through Information Technology and Its Implication to Service Product Development and Hotel Industry in Bali, Indonesia

Regional Marketing Tourism Destination through Information Technology and Its Implication to Service Product Development and Hotel Industry in Bali, Indonesia

أثر غياب الدفع الإلكتروني عبر الإنترنت عمى ديناميكية الاقتصاد الوطني الجزائري -دراسة حالة قطاع السياحة

The Information and communication technology is one of the most used in the tourism industry. Itgreatly contributes to the integration of the Algerian tourism destination and enhancement of itsopportunities in the international markets, and has enabled this destination to create a direct link withinternaute. This study aims to identify the use of e-Commerce as a tool to increase the capacity ofenterprises in the product good and service development, increase market share through better promotionof the product, improve the communication quality, and the quality of information, and finally improve thequality of destination image. In the ended, the study found that there is a relationship between the use of e-commerce as a tool to expand the potential foreign market of the Algerian destination.

Approach to Test a Product-Service System During Service Engineering

Service testing is becoming more and more important for manufacturing companies nowadays. Testing services before market launch helps to avoid mistakes and unnecessary costs. The test phase of new service development has often been neglected in business practice, but more and more its value is being fully recognised. A focus of this paper is the development of a new scientific testing approach of product-service bundles and product-service systems. The new model considers not only the service but also the product component. It is shown that there are different possibilities to combine new product and new service development – for example, products and services can be developed separately or in an interactive or integrated way – and that it is in the test phase that both components could be tested under realistic conditions before the market launch. Thereby the importance of the test phase during the development process of product-service bundle is emphasised.

Governance: A New Perspective to Service Design Process

A common practice while developing product services is to adopt procedures that could facilitate well-defined mapping of the stakeholder's requirements for the offered product services. A central theme of this research is to explore a few of those aspects which are typically not captured by traditional service development processes. This includes transition from stakeholder's needs to product services design like financial, marketing or customer relation targets and at the same level ensuring the balance between customer's satisfaction level and other stakeholder's expectations, thereby maintaining the comparative high-quality of offered services. In order to address this shortcoming in product service design, this paper proposes to employ a governance model by extending traditional service development process. Furthermore, a novel framework for industrial product service development is introduced, which consists of three process stages and takes into account the proposed governance model, along with product, process and resource models. This article also highlights some of key aspects which when considered in the governance model of our newly offered service design framework could allow service providers to tune services to optimal for individual needs.

Do We Have to Get Along to Innovate? The Influence of Multilevel Social Cohesion on New Product and New Service Development

In this study, based on the Comparative Performance Assessment Study survey conducted by the Product Development Management Association, the authors develop and test a model which considers the antecedents and performance outcomes of social cohesion, a seemingly critical organizational factor in new product development (NPD). Using a sample of over 450 innovation and product development professionals from North America, Europe, and Asia, social cohesion is conceptualized and tested across three levels—within team cohesion, between team cohesion, and between firm cohesion. The results of a structural equation model indicate several differences between the antecedents of the varying forms of social cohesion. A post hoc exploration of the difference between goods‐ versus service‐dominant firms provides a clearer picture of cohesion's influence on innovation outcomes. Specifically, within team and between team cohesion are positively associated with new services performance, while for traditional goods‐based NPD, within team, between team, and between firm cohesion all appear to be positively related to performance. The findings suggest that high social cohesion is not always optimal and that managers should focus on specific types or levels of social cohesion as opposed to thinking about social cohesion as a one‐dimensional construct. The findings also suggest that goods‐ and service‐centric firms can use different tactics or strategies to drive social cohesion and, ultimately, new product performance, and that innovation managers may need to allocate resources differently depending on the nature of the market offering being developed. The paper also presents several implications for theory and practice, as well as future research directions related to the various levels of social cohesion and their influence on new product and new service performance.

Strategic marketing planning for heritage tourism: a conceptual model and empirical findings from two emerging heritage regions

This paper examines the process of strategic marketing planning for heritage tourism, an inherently complex and fragmented system, requiring a coordinated approach among a range of stakeholders. A conceptual model, detailing key stakeholders and specific strategic functions, as well as a prescribed method of coordination, is presented. Two regions were investigated using a qualitative methodology, which examined five strategic documents and consisted of in-depth interviews with 11 key informants from the tourism industry. Key findings indicate that weak coordination, in terms of strategic marketing planning, has negative implications for heritage tourism marketing concerning four key strategic functions, strategic orientation, resource allocation, product service development and destination promotion. The paper emphasises the importance of strategic marketing planning for each function and considers the role of the public sector in terms of providing strategic direction. Furthermore, the paper highlights the potential difficulties of engaging in heritage tourism development in a non-traditional destination.

Exploring the Dimensions of Contract Manufacturing Service Quality for the F&B Industry

Researchers to date have paid less attention to the issue of the dimension of service quality among manufacturing enterprises. Service quality is a multidimensional construct and there is no general agreement on its content. This study explored the underlying dimensions of contract manufacturing service quality in the business-to-business service context, particularly the Food and Beverage (F&B) industry in Malaysia. The research design is a combination of literature review and focus group interviews. Four focus group interviews (28 participants) were held using a semi-structured guide and they comprised 12 contract manufacturers and 16 business customers. The participants were key personnel, representing the organizations, who were actively engaged in contract manufacturing services. Interviews were digitally recorded, transcribed and coded. The study found that contract manufacturing service quality could be classified into seven dimensions; Halalness, product development, tangibles, reliability, responsiveness, assurance and empathy. The findings provide empirical evidence that service quality is an industry-specific matter. Three stages of how customers evaluate the service quality of a contract manufacturer were identified; pre-engagement, post-engagement and after sales service. Contrary to previous studies, these were not emphasized. The outcomes of the interviews revealed that the issue of ‘Halalness’ and the ability of contract manufacturers to come up with the right sample were the prerequisites for the customer to engage the business with the manufacturer. Hence, it is critical for the contract manufacturer to adopt Halal practices in their manufacturing besides the need to provide excellent product development service to serve their customers. Technical quality was also found to be crucial. The outcome quality that was emphasized were timely delivery, delivery as per ordered and product consistency. These findings significantly contribute to service marketing literature with regard to contract manufacturing service quality. Hence, contract manufacturing service quality will provide a basis that can be extended to other related fields. In addition, practitioners would have a basis to improve their current service quality practice and customers’ management that would lead to a long term relationship.