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Do different service types require changes in NSD processes at Industrial Manufacturers - An empirical examination of Personal and Digital Services

Helm, Roland ; Graf, Yvonne


New service development (NSD) at industrial manufacturers and the corresponding process are topics of growing interest in research. However, it has not been clarified yet if the latter should be customised according to different service types. The scarce attention paid to classifying services in this context is surprising considering the increasing importance of personal next to digital services ...


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