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Determinants of new product performance: a study in the financial services sector

journal contribution
posted on 2023-06-08, 22:11 authored by Chris StoreyChris Storey, Christopher J Easingwood
Contributes to the growing body of information on the determinants of performance in new products. Examines a sample of “typical” new products (instead of the more usual comparison of successes and failures) and identifies the factors that are crucial for producing outstanding performance in the financial services sector. Shows that marketing factors (i.e. effective distribution and effective communications) are the keys to new service success. In addition demonstrates the importance of the quality of the service offered and the quality of the tangible evidence of the service as a basis of outstanding performance. These key determinants of performance need to be built on the skills of the frontline staff and the push they give to the new product. Reiterates the importance of synergy when developing new products. Product advantage is not the key success factor, contrary to previous findings in other sectors. Attributes this to the nature of the sector studied (financial services) where sustainable competitive product advantage is rarely achieved. Makes a comparison between success factors for consumer services and industrial products/services.

History

Publication status

  • Published

Journal

International Journal of Service Industry Management

ISSN

0956-4233

Publisher

Emerald

Issue

1

Volume

7

Page range

32-55

Department affiliated with

  • Business and Management Publications

Full text available

  • No

Peer reviewed?

  • Yes

Legacy Posted Date

2015-08-21

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    University of Sussex (Publications)

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