Share:


A novel performance evaluation framework for new service development in the healthcare industry using hybrid ISM and ANP

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.

Keyword : new service development, performance evaluation, ANP, ISM, healthcare industry

How to Cite
Heidary Dahooie, J., Mohammadi, N., Meidutė-Kavaliauskienė, I., & Binkytė-Vėlienė, A. . (2021). A novel performance evaluation framework for new service development in the healthcare industry using hybrid ISM and ANP. Technological and Economic Development of Economy, 27(6), 1481-1508. https://doi.org/10.3846/tede.2021.15699
Published in Issue
Nov 18, 2021
Abstract Views
904
PDF Downloads
637
Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

References

Agarwal, A., Shankar, R., & Tiwari, M. K. (2007). Modeling agility of supply chain. Industrial Marketing Management, 36(4), 443–457. https://doi.org/10.1016/j.indmarman.2005.12.004

Azar, A., Tizro, A., Moghbel, A., & Rostami, A. A. R. (2010). Designing supply chain agile model: Interpretive structural modeling approach. Management Researches in Iran, 14(4), 1–25.

Behdioğlu, S., Acar, E., & Burhan, H. A. (2019). Evaluating service quality by fuzzy SERVQUAL: A case study in a physiotherapy and rehabilita-tion hospital. Total Quality Management & Business Excellence, 30(3–4), 301–319. https://doi.org/10.1080/14783363.2017.1302796

Bendoly, E., Bharadwaj, A., & Bharadwaj, S. (2012). Complementary drivers of new product development performance: Cross‐functional coordi-nation, information system capability, and intelligence quality. Production and Operations Management, 21(4), 653–667. https://doi.org/10.1111/j.1937-5956.2011.01299.x

Blindenbach‐Driessen, F., van Dalen, J., & van den Ende, J. (2010). Subjective performance assessment of innovation projects. Journal of Product Innovation Management, 27(4), 572–592. https://doi.org/10.1111/j.1540-5885.2010.00736.x

Busagara, T., Mori, N., Mossberg, L., Jani, D., & Andersson, T. (2020). Customer information sharing and new service development: Is there a link? The Bottom Line, 33(2), 133–147. https://doi.org/10.1108/BL-09-2019-0112

Chan, C. V., & Kaufman, D. R. (2010). A technology selection framework for supporting delivery of patient-oriented health interventions in de-veloping countries. Journal of Biomedical Informatics, 43(2), 300–306. https://doi.org/10.1016/j.jbi.2009.09.006

Cheng, C. C., & Krumwiede, D. (2012). The role of service innovation in the market orientation – new service performance linkage. Technovation, 32(7–8), 487–497. https://doi.org/10.1016/j.technovation.2012.03.006

Cheng, F., Lin, M., Yüksel, S., Dİncer, H., & Kalkavan, H. (2020). A hybrid hesitant 2-tuple IVSF decision making approach to analyze PERT-based critical paths of new service development process for renewable energy investment projects. IEEE Access, 9, 3947–3969. https://doi.org/10.1109/ACCESS.2020.3048016

Cowell, D. W. (1988). New service development. Journal of Marketing Management, 3(3), 296–312. https://doi.org/10.1080/0267257X.1988.9964048

De Jong, J. P. J., & Vermeulen, P. A. M. (2003). Organizing successful new service development: A literature review. Management Decision, 41(9), 844–858. https://doi.org/10.1108/00251740310491706

Dinçer, H., & Yüksel, S. (2018). Comparative evaluation of BSC-based new service development competencies in Turkish banking sector with the integrated fuzzy hybrid MCDM using content analysis. International Journal of Fuzzy Systems, 20(8), 2497–516. https://doi.org/10.1007/s40815-018-0519-y

Elg, M., Engström, J., Witell, L., & Poksinska, B. (2012). Co‐creation and learning in health‐care service development. Journal of Service Man-agement, 23(3), 328–343. https://doi.org/10.1108/09564231211248435

Fiordelli, M., Diviani, N., & Schulz, P. J. (2013). Mapping mHealth research: A decade of evolution. Journal of Medical Internet Research, 15(5), e95. https://doi.org/10.2196/jmir.2430

Fitzsimmons, J. A., & Fitzsimmons, M. J. (2006). Service management: Operations, strategy, and information technology. McGraw-Hill/Irwin. https://books.google.lt/books/about/Service_Management.html?id=3Km1AAAAIAAJ&redir_esc=y

Ghani, E., & O’Connel, S. D. (2014). Can service be a growth escalator in low income countries? (Policy Research Working Paper 6971). https://doi.org/10.1596/1813-9450-6971

Giudici, G., Guerini, M., & Rossi-Lamastra, C. (2019). The creation of cleantech startups at the local level: The role of knowledge availability and environmental awareness. Small Business Economics, 52(4), 815–830. https://doi.org/10.1007/s11187-017-9936-9

Gölcük, İ., & Baykasoğlu, A. (2016). An analysis of DEMATEL approaches for criteria interaction handling within ANP. Expert Systems with Applications, 46, 346–366. https://doi.org/10.1016/j.eswa.2015.10.041

Goswami, M., Daultani, Y., & De, A. (2021). Decision modeling and analysis in new product development considering supply chain uncertainties: A multi-functional expert based approach. Expert Systems with Applications, 166, 114016. https://doi.org/10.1016/j.eswa.2020.114016

Jiménez-Zarco, A. I., Martínez-Ruiz, P., & Izquierdo-Yusta, A. (2011). The impact of market orientation dimensions on client cooperation in the development of new service innovations. European Journal of Marketing, 45(1/2), 43–67. https://doi.org/10.1108/03090561111095595

Kaplan, R., & Norton, D. (2005). The balanced scorecard: Measures That drive performance. Harvard Business Review, 83(7), 172. https://www.researchgate.net/publication/298043780_The_Balanced_Scorecard_measures_that_drive_performance

Kim, K. J., & Meiren, T. (2010). New service development process. In Introduction to service engineering (pp. 253–267). https://doi.org/10.1002/9780470569627.ch12

Kitsios, F., & Kamariotou, M. (2020). Mapping new service development: A review and synthesis of literature. The Service Industries Journal, 40(9–10), 682–704. https://doi.org/10.1080/02642069.2018.1561876

Kriegel, J., Schmitt-Rüth, S., Güntert, B., & Mallory, P. (2013). New service development in German and Austrian health care – bringing e-health services into the market. International Journal of Healthcare Management, 6(2), 77–86. https://doi.org/10.1179/2047971913Y.0000000034

Kumar, S., Luthra, S., Govindan, K., Kumar, N., & Haleem, A. (2016). Barriers in green lean six sigma product development process: An ISM approach. Production Planning & Control, 27(7–8), 604–620. https://doi.org/10.1080/09537287.2016.1165307

Lai, J., & Yuen, P. L. (2019). Performance evaluation for hospital facility management: Literature review and a research methodology. Journal of Facility Management Education and Research, 3(1), 38–43. https://doi.org/10.22361/jfmer/96267

Lee, H., Kim, C., & Park, Y. (2010). Evaluation and management of new service concepts: An ANP-based portfolio approach. Computers & In-dustrial Engineering, 58(4), 535–543. https://doi.org/10.1016/j.cie.2009.11.016

Lee, S. M., Lee, D., & Schniederjans, M. J. (2011). Supply chain innovation and organizational performance in the healthcare industry. Interna-tional Journal of Operations & Production Management, 31(11), 1193–1214. https://doi.org/10.1108/01443571111178493

Letina, I., Liu, S., & Netzer, N. (2020). Delegating performance evaluation. Theoretical Economics, 15(2), 477–509. https://doi.org/10.3982/TE3570

Lima, L., & Teixeira, J. G. (2020). The SDCS method: A new service design method for companies undergoing a servitization process. In Lecture notes in business information processing: Vol. 377. Exploring service science (pp. 245–258). Springer. https://doi.org/10.1007/978-3-030-38724-2_18

Lin, F.-R., & Hsieh, P.-S. (2011). A SAT view on new service development. Service Science, 3(2), 141–157. https://doi.org/10.1287/serv.3.2.141

Liu, C.-H., Chang, A. Y.-p., Horng, J.-S., Chou, S.-F., & Huang, Y.-C. (2020). Co-competition, learning, and business strategy for new service development. The Service Industries Journal, 40(7–8), 585–609. https://doi.org/10.1080/02642069.2019.1571045

Major, I. (2019). Two-sided information asymmetry in the healthcare industry. International Advances in Economic Research, 25(2), 177–193. https://doi.org/10.1007/s11294-019-09732-9

Melton, H. L., & Hartline, M. D. (2010). Customer and frontline employee influence on new service development performance. Journal of Service Research, 13(4), 411–425. https://doi.org/10.1177/1094670510369378

Melton, H. L., & Hartline, M. D. (2013). Employee collaboration, learning orientation, and new service development performance. Journal of Ser-vice Research, 16(1), 67–81. https://doi.org/10.1177/1094670512462139

Menor, L. J., & Roth, A. V. (2007). New service development competence in retail banking: Construct development and measurement validation. Journal of Operations Management, 25(4), 825–846. https://doi.org/10.1016/j.jom.2006.07.004

Menor, L. J., & Roth, A. V. (2008). New service development competence and performance: An empirical investigation in retail banking. Produc-tion and Operations Management, 17(3), 267–284. https://doi.org/10.3401/poms.1080.0034

Mikolajczyk, K., & Schmid, C. (2005). A performance evaluation of local descriptors. IEEE Transactions on Pattern Analysis and Machine Intel-ligence, 27(10), 1615–1630. https://doi.org/10.1109/TPAMI.2005.188

Pfohl, H. C., Gallus, P., & Thomas, D. (2011). Interpretive structural modeling of supply chain risks. International Journal of Physical Distribu-tion & Logistics Management, 41(9), 839–859. https://doi.org/10.1108/09600031111175816

Price Waterhouse Cooper. (2014). Top Health Industry Issues of 2015 – A new health economy takes shape. https://www.kpcareerplanning.org/prd/include/pwc-hri-top-healthcare-issues-2015.pdf

Purohit, J. K., Mittal, M. L., Mittal, S., & Kumar Sharma, M. (2016). Interpretive structural modeling-based framework for mass customisation enablers: An Indian footwear case. Production Planning & Control, 27(9), 774–786. https://doi.org/10.1080/09537287.2016.1166275

Saaty, T. L. (1980). The analytic heirarchy process. Wiley StatsRef: Statistics Reference Online.

Saaty, T. L. (1996). Decision making with dependence and feedback: The analytic network process. RWS Publications.

Sartor, M. (2019). The Balanced Scorecard. In Quality management: Tools, methods, and standards (pp. 55–76). Emerald Publishing Limited. https://doi.org/10.1108/9781787698017

Shyu, J. Z., Wang, J. S., Peng, C. C., & Tang, Y. H. (2012). Service innovation elements in Energy Service Company (ESCO) business model. Advanced Materials Research, 524, 3139–3153. https://doi.org/10.4028/www.scientific.net/AMR.524-527.3139

Storey, C., & Kelly, D. (2001). Measuring the performance of new service development activities. Service Industries Journal, 21(2), 71–90. https://doi.org/10.1080/714005018

Storey, C., & Hughes, M. (2013). The relative impact of culture, strategic orientation and capability on new service development performance. Eu-ropean Journal of Marketing, 47(5/6), 833–856. https://doi.org/10.1108/03090561311306903

Tseng, M. L., Lin, Y. H., Lim, M. K., & Teehankee, B. L (2015). Using a hybrid method to evaluate service innovation in the hotel industry. Ap-plied Soft Computing, 28, 411–421. https://doi.org/10.1016/j.asoc.2014.11.048

Victorino, L., Verma, R., Plaschka, G., & Dev, C. (2005). Service innovation and customer choices in the hospitality industry. Managing Service Quality: An International Journal, 15(6), 555–576. https://doi.org/10.1108/09604520510634023

Wamboye, E. F., & Nyaronga, P. J. (2018). The service sector and economic development in Africa (1st ed.). Routledge. https://doi.org/10.4324/9781315627373

Wang, W. P., & Tang, M. C. (2012). Evaluating new service development performance based on multigranular linguistic assessment. International Journal of Mechanical, Aerospace, Industrial, Mechatronic and Manufacturing Engineering, 6(7), 1313–1318.

Warfield, J. N. (1974). Developing subsystem matrices in structural modeling. IEEE Transactions on Systems, Man, and Cybernetics, SMC-4(1), 74–80. https://doi.org/10.1109/TSMC.1974.5408523

Weng, R. H., & Huang, C. Y. (2012). The impact of customer knowledge capability and relational capability on new service development perfor-mance: The case of health service. Journal of Management & Organization, 18(5), 608–624. https://doi.org/10.5172/jmo.2012.18.5.608

Yeh, T.-M., Chen, S.-H., & Chen, T.-F. (2019). The relationships among experiential marketing, service innovation, and customer satisfaction – A case study of tourism factories in Taiwan. Sustainability, 11(4), 1041. https://doi.org/10.3390/su11041041

Ying, C.-s., Li, Y.-L., Chin, K.-S., Yang, H.-T., & Xu, J. (2018). A new product development concept selection approach based on cumulative prospect theory and hybrid-information MADM. Computers & Industrial Engineering, 122, 251–261. https://doi.org/10.1016/j.cie.2018.05.023