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The Study on Process of New Service Value Creation

The purpose of this study is to provide the process of new service value creation within knowledge intensive business service. Data were collected via face-to-face interviews with managers knowledgeable about new service development in their organization. New service development performance is conceptualized on the balanced scorecard framework. The results show that customer performance is the driver of financial performance, internal performance is the driver of customer performance, and learning and growth performance is the driver of financial performance and customer performance.