Social media to support collaboration in the product life cycle of SMEs

Abstract : The use of social media tools to support small and medium-sized enterprises (SME) to support their business activities throughout the product life cycle (PLC) phases represents an interesting opportunity. SMEs operate in very competitive environments, and face significant challenges primarily caused by their size disadvantage. By nature, social media tools and platforms can enable them to overcome some of these challenges, as they are often very inexpensive, familiar and easy to use, allowing them to reach large audiences they would not be able to reach with traditional and expensive marketing initiatives. To provide solutions to this problem, this research identified three main objectives. The first objective was to draw a picture of the existing academic literature on the use of social media tools in the PLC context to better understand how these tools were studied and used in businesses, and for what purpose. Second, this research aimed at understanding how SMEs actually use social media tools to support their different business activities to identify the gap between academic research and actual business practices. Finally, based on the findings highlighted from the previous objectives, this research aimed at developing theory on this topic by proposing a conceptual framework of customer engagement enabled by social media. The conceptual framework aimed at answering general questions that emerged from the initial two objectives: Why do some SMEs use social media to support customer engagement, while others do not? Why do firms use different social media tools to support their customer engagement initiatives? Why does the scope of customer engagement initiatives (i.e., across different PLC phases) vary between SMEs? What are the potential outcomes of conducting customer engagement initiatives for the organizing firms? In order to achieve these research objectives, the methodology employed for this research is threefold. First, a systematic literature review was performed in order to properly understand how the use of social media tools in the PLC context had been studied. The final results consisted of 78 academic articles which were analyzed based on their bibliometric information and their content. Second, in order to draw the contrast between the academic publications and managerial reality of SMEs, six semi-structured interviews were conducted to understand how these firms actually use social media to support different activities in each of the PLC phases. Third, five additional semi-structured interviews were performed to gather a deeper understanding of this phenomenon and generate theory to support the proposed conceptual framework. The conceptual framework focuses on the degree of customer engagement, which is comprised of the scope (PLC phases) of customer engagement and the technology (social media tools) employed to support these initiatives. Two sets of antecedents were examined, firm motivators and firm impediments, as they could both potentially affect the scope and the social media tools used to support customer engagement initiatives. Finally, potential customer engagement outcomes for SMEs developing these initiatives were also examined. The semi-structured interviews lasted approximately 25-35 minutes, and were performed using an interview grid consisting of 24 open-ended questions. The interview grid was developed based on the findings of the systematic literature review, and this qualitative approach allowed for a rich understanding of the interviewed SMEs’ use of social media tools to support and engage customers in their different PLC activities. The main results highlighted by this project demonstrate that this field is relatively recent and sees constant increase in research interest since 2008. However, most of the academic research focuses on the use of social media tools to support innovation activities during the new product development process, while the interviewed firms almost exclusively used the tools to engage customers in the later phases of the PLC, primarily for promotion, customer service support, and business development activities. Interestingly, the interviewed firms highlighted several benefits of using social media tools to engage customers, some of which could help them overcome certain size disadvantages previously mentioned. These firms are in need of further guidelines to properly implement such initiatives and reap the expected benefits. Results suggest that SMEs are far behind both large companies and academic research in their use of social media to engage customers in different business activities. The proposed conceptual framework serves as a great tool to better understand their reality and eventually better support them in their social media and customer engagement efforts. However, this framework needs to be further developed and improved. This research project provides a 360-degree view of the phenomenon of the use of social media to support customer engagement for SMEs, by providing both a thorough systematic review of the academic research and an understanding of the managerial reality of SMEs behind this phenomenon. From this analysis, a conceptual framework is then proposed and serves as a stepping stone for future researchers who are interested in developing theory in this field.

Draft Project Management Update to the Iowa DOT Project Development Manual, 2016

This work supported drafting project management guidance for the Iowa Department of Transportation (DOT). The goal is to incorporate a greater focus on project management in their project development process. A technical advisory committee (TAC) was assembled to accomplish this effort. The TAC took into consideration the current status of project management with the Iowa DOT, their experience during the demonstration workshop held in Iowa as part of the implementation assistance they received, the project management peer exchange hosted by the Iowa DOT, and additional examples of project management that were presented. With this basis, the TAC participated in a number of discussions to develop draft guidance for the foundation of a Project Management Office (PMO) within the Iowa DOT. The final report describes the process that was used in establishing this guidance. The report details the decisions and decision process that the TAC employed in this endeavor and provides additional thoughts and insight into the draft guidance. Appendix A includes the draft guidance in the form of PMO function details and detailed lists of project management roles and responsibilities. Appendix B includes a starter list of project management resources for the PMO.

Métabolisme des glucocorticoïdes dans le poumon murin en développement : la voie surrénalienne

Lorsqu’une femme est à risque d’accoucher prématurément, des glucocorticoïdes lui seront administrés afin d’accélérer la maturation pulmonaire du bébé. Après la naissance, différents protocoles peuvent être mis en place pour aider l’enfant à respirer dont l’administration du surfactant et la ventilation. Les glucocorticoïdes ont un effet positif sur la maturation pulmonaire. Par contre, ils nuisent au processus de la septation après la naissance. Les glucocorticoïdes retrouvés dans le poumon en développement peuvent provenir de deux sources, soit de la voie classique de la synthèse des glucocorticoïdes par les surrénales, soit des gènes exprimés dans le poumon. Les sites d’expression des gènes codant pour les enzymes de la synthèse des glucocorticoïdes dans le poumon sont inconnus ainsi que le gène de la 20α-hydroxystéroïde déshydrogénase (20α-HSD). Cette dernière inactive le substrat et le produit de la 21-hydroxylase. Des poumons de fœtus de souris au jour de gestation 15,5, 17,5 et 19,5 ainsi que de souriceaux âgés de 0, 5 et 15 jours ont été utilisés pour des hybridations in situ. Cette étude a montré qu’avant la naissance, l’ARNm de la 21-hydroxylase est situé au niveau des cellules épithéliales distales alors que l’ARNm de la 20α-HSD se retrouve plutôt au niveau des capillaires. Les gènes de la 21-hydroxylase et de la 20α-HSD sont exprimés dans les cellules épithéliales proximales ainsi que dans les cellules endothéliales de veines dans la période entourant la naissance. À la fin du stade sacculaire et pendant le stade alvéolaire, le gène de la 21-hydroxylase est exprimé seulement dans les septa et les parois minces tout comme le gène de la 20α-HSD sauf dans le stade alvéolaire où il n’y avait pas de signal significatif. Ainsi, ces résultats suggèrent que la 20α-HSD pourrait participer au contrôle du niveau d’activité de la 21-hydroxylase en modulant la disponibilité de son substrat.

Having a strategy for new service development : does it really matter?

Purpose – The aim of this study is to investigate the role of key strategic factors in new service development (NSD). In particular, the role of service development strategy, a formalised development process, integrated development teams and customer co-creation were investigated and the results were compared with managers' beliefs. Design/methodology/approach – The study used a sample of more than 500 service development projects to test a NSD conceptual model. Regression analysis was used to test the relative importance of the key strategic factors, and the results were compared with managers' beliefs. Findings – The results show that managers believe that customer co-creation is most important in order to succeed with NSD. However, contrary to management belief, a service development strategy is the “missing link” in improving NSD performance. In addition, the research highlighted an interaction effect between integrated development teams and customer co-creation, which means that project managers should focus on individual competencies on the development team and how they interact with customers throughout the NSD process. Originality/value – For a long time, NSD has failed to receive the attention it deserves, not just in practice but also in service research. This study shows that the number of new services put on the market and then withdrawn because of low sales remains as high as 43 per cent. This paper contributes knowledge on how to reduce the number of failures in NSD by pointing out the key strategic factors that influence NSD performance.

Skapandet av ett webbaserat ärendehanteringssystem för affärssystemet Pyramid med Scrum : Creation of a web based case management system for the business system Pyramid with Scrum

The business system known as Pyramid does today not provide its user with a reasonable system regarding case management for support issues. The current system in place requires the customer to contact its provider via telephone to register new cases. In addition to this, current system doesn’t include any way for the user to view any of their current cases without contacting the provider.A solution to this issue is to migrate the current case management system from a telephone contact to a web based platform, where customers could easier access their current cases, but also directly through the website create new cases. This new system would reduce the time required to manually manage each individual case, for both customer and provider, resulting in an overall reduction in cost for both parties.The result is a system divided into two different sections, the first one is an API created in Pyramid that acts as a web service, and the second one a website which customers can connect to. The website will allow users to overview their current cases, but also the option to create new cases directly through the site. All the information used to the website is obtained through the web service inside Pyramid. Analyzing the final design of the system, the developers where able to conclude both positive and negative aspects of the systems’ final design. If the platform chosen was the optimal choice or not, and also what can be include if the system is further developed, will be discussed.The development process and the method used during development will also be analyzed and discussed, what positive and negative aspects that where encountered. In addition to this the cause and effect of a development team smaller than the suggested size will also be analyzed. Lastly an analysis of actions that could’ve been made in order to prevent certain issues from occurring will.

Povoações, freguesias e vilas na Paraíba Colonial: Pombal e Sousa, 1697-1800

The towns presently named Pombal and Sousa, located in the hinterland of the State of Paraíba, Brazil, still keep vestiges of the colonization process they went through along the 18th and 19th centuries, when they both emerged as settlement nuclei in the extreme West of the then captaincy of Paraíba and attained the status of freguesia and vila in a later period. This research aims to comprehend the process of urban formation and development of the colonial urban nuclei of Pombal and Sousa as they became povoados (hamlets), freguesias (parishes) and vilas (small urban communities with a local government), according to territorial expansion policies implemented by the Portuguese government from 1697 to 1800. The choice of the two urban settlements for this survey lies in the fact that they were part of the great conquest and colonization program undertaken by the Portuguese Crown. Another aspect that was considered was the fact that those towns are the oldest urban nuclei of Paraíba s hinterland. They came into being as early as in the times of the colony, thus producing a favorable environment to the study of the changes that occurred in the captaincy s hinterland scenery resulting from the process of formation and development of the colonial urban space. Three fundamental categories of analysis were defined since they have a direct bearing upon the urban configuration of the two colonization nuclei: povoado, freguesia and vila. The three of them are related to civil and ecclesiastic jurisdictions. Field, documentation and bibliography surveys were undertaken in order to develop the study. They allowed for the finding of vestiges of the old, colonial urban structures and for the development of theoretical analysis based on present-day studies of issues relating to the colonial urban history. The study purposes were, therefore, to try to understand how the old urban nuclei of Pombal and Sousa fit in the territorial expansion policies undertaken by the Portuguese government; to relate the process of urban formation and development of such nuclei with the categories of analysis povoação-freguesia-vila by discussing the relations and influences they exert over one another and their territory, as well as to unveil, as much as possible, the configuration the urban spaces that were shaped along the 18th century

Design, modelling, simulation and integration of cyber physical systems: methods and applications

The main drivers for the development and evolution of Cyber Physical Systems (CPS) are the reduction of development costs and time along with the enhancement of the designed products. The aim of this survey paper is to provide an overview of different types of system and the associated transition process from mechatronics to CPS and cloud-based (IoT) systems. It will further consider the requirement that methodologies for CPS-design should be part of a multi-disciplinary development process within which designers should focus not only on the separate physical and computational components, but also on their integration and interaction. Challenges related to CPS-design are therefore considered in the paper from the perspectives of the physical processes, computation and integration respectively. Illustrative case studies are selected from different system levels starting with the description of the overlaying concept of Cyber Physical Production Systems (CPPSs). The analysis and evaluation of the specific properties of a sub-system using a condition monitoring system, important for the maintenance purposes, is then given for a wind turbine.

People and their past : is 'community archaeology’ the future?

This thesis looks at how ‘community archaeology’ ideals may influence an inclusive approach to Indigenous heritage management, ensuring Indigenous community power over processes to identify both past and present values of Country. Community archaeology was acclaimed by research archaeologists over a decade ago as a distinctive approach with its own set of practices to incorporate the local community’s perspectives of its past and current associations with place. A core feature of this approach in Australia is the major role the Indigenous community has in decisions about its heritage. Concurrently, considerable concern was being expressed that Indigenous heritage was not sufficiently addressed in environmental impact assessment processes ahead of development. Seen as absent from the process was the inclusion of Indigenous knowledge about both the pre- and post-contact story as well as any scientific advance in understanding an area’s Indigenous history. This research examines these contrasting perspectives seeking to understand the ideals of community archaeology and its potential to value all aspects of Indigenous heritage and so benefit the relevant community. The ideals of community archaeology build on past community collaborations in Australia and also respond to more recent societal recognition of Indigenous rights, reflected in more ethically inclusive planning and heritage statutes. Indigenous communities expressed the view that current systems are still not meeting these policy commitments to give them control over their heritage. This research has examined the on-the-ground reality of heritage work on the outskirts of Canberra and Melbourne. The case studies compare Victorian and ACT heritage management processes across community partnerships with public land managers, and examine how pre-development surveys operate. I conclude that considerable potential for achieving community archaeology ideals exists, and that they are occasionally partially realised, however barriers continue. In essence, the archaeological model persists despite a community archaeology approach requiring a wider set of skills to ensure a comprehensive engagement with an Indigenous community. Other obstacles in the current Indigenous heritage management system include a lack of knowledge and communication about national standards for heritage processes in government agencies and heritage consultants; the administrative framework that can result in inertia or silos between relevant agencies; and funding timeframes that limit possibilities for long-term strategic programs for early identification and management planning for Indigenous heritage. Also, Indigenous communities have varying levels of authority to speak for how their heritage should be managed, yet may not have the resources to do so. This thesis suggests ways to breach these barriers to achieve more inclusive Indigenous heritage management based on community archaeology principles. Policies for a greater acknowledgement of the Indigenous community’s authority to speak for Country; processes that enable and early and comprehensive ‘mapping’ of Country, and long-term resourcing of communities, may have been promised before. In this research I suggest ways to realise such goals.

Development of new vocational training modules on sustainable buildings maintenance and refurbishment

This article presents the methodology and main results obtained in Spain within the FORMAR project, a European-funded project under the Leonardo Da Vinci scheme (Lifelong Learning Programme), whose main goal is to jointly develop training resources and modules to improve the skills on sustainability issues of buildings maintenance and refurbishment workers, in three different European countries: Spain, Portugal (Project Coordinator) and France. The Units of Short-term Training (UST) developed within this project are focused on the VET of carpenters, painters, bricklayers, building technicians and installers of solar panels, and a transversal unit containing basic concepts on sustainable construction and nearly Zero Energy Buildings (n-ZEB) is also developed. In parallel, clients’ guides for the aforementioned professionals are also implemented to improve the information provided to clients and owners in order to support the procurement decisions regarding building products and materials. Therefore, the project provides an opportunity to exchange experiences between organizations of these three European countries, as the UST will be developed simultaneously in each of them, exploring opportunities for training, guidance and exchange of experience. Even though the UST will have a common structure and contents, they will be slightly different in each country to adapt them to the different specific training needs and regulations of Spain, Portugal and France. This paper details, as a case study, the development process of the UST for carpenters and building technicians in Spain, including the analysis of needs and existing training materials, the main contents developed and the evaluation and testing process of the UST, which involves the active participation of several stakeholders of this sector as well as a classroom testing to obtain the students’ feedback.

Local savings and credit organizations : towards an innovative approach for rural Zimbabwe

Résumé : L'épargne et le crédit sont reconnus comme deux éléments clés du développement économique. Or, jusqu'à ce que les membres défavorisés d'une communauté aient accès aux ressources et services financiers, ils seront toujours privés de la participation au processus du développement et des bénéfices qui pourraient s'en suivre. La recherche indique que les services des prêts offerts par les institutions officielles ne parviennent que rarement aux plus pauvres de la société, qui sont obligés par conséquent de dépendre des intermédiaires informels comme les groupes d'épargne et les usuriers. Diverses organisations sur place comme les coopératives ont essayé de répondre aux besoins du développement des communautés défavorisées. Dans ce contexte, nous ferons d'abord le bilan historique et international des coopératives d'épargne et de crédit (i.e. les caisses populaires). Ensuite, nous analyserons quatre autres tentatives récentes qui eurent pour but de créer de nouvelles formes d'institutions financières, de les développer de telle sorte qu'elles offrent un degré d'accès raisonnable, sinon privilégié, aux ménages de revenu inférieur. L'analyse de ces cas-ci (venant du Zimbabwe, de l'Inde, du Ghana, et du Bangladesh) permettra d'identifier leurs caractéristiques communes et divergentes. À partir des résultats de cette analyse, un projet pilote au Zimbabwe fut initié pour élaborer une stratégie appropriée qui faciliterait le développement d'un réseau de caisses rurales. L'analyse théorique, la mise en pratique du projet, ainsi que les conclusions subséquentes soulignent l'importance de la participation directe des communautés à l'élaboration des organisations populaires. Il est évident que ces méthodes sont de loin plus efficaces que celles basées sur des politiques et des structures uniformes et compréhensives.||Abstract : Savings and credit are recognized as key elements of economic development, but until such time as disadvantaged members of the community have access to financial resources and services, they are obstructed from participating fully in the development process. Experience has shown that formal institutional credit bas rarely reached the poorer sectors of society, who have had to rely on informal intermediaries such as savings groups and money-lenders. Local organizations such as co-operatives have attempted to respond to the development needs of disadvantaged communities, and the historical and international record of savings and credit co-operatives (i.e. credit unions) is examined in this context. Four recent initiatives to design and develop new forms of financial institutions that give fair if not favoured access to low-income housebolds are also identified. These cases (from Zimbabwe, India, Bangladesh, and Ghana) are examined in an effort to identify common and divergent characteristics. Following from this analysis, a pilot project in Zimbabwe was initiated in an effort to elaborate an appropriate strategy for development of a network of rural savings and credit organization. The theoretical analysis, field exercise and subsequent reflections highlight the need for participatory methods of organizational design and development, rather than any all-encompassing structural or policy guidelines.

Automated Software Debugging Using Hybrid Static/Dynamic Analysis

With the increasing complexity of today's software, the software development process is becoming highly time and resource consuming. The increasing number of software configurations, input parameters, usage scenarios, supporting platforms, external dependencies, and versions plays an important role in expanding the costs of maintaining and repairing unforeseeable software faults. To repair software faults, developers spend considerable time in identifying the scenarios leading to those faults and root-causing the problems. While software debugging remains largely manual, it is not the case with software testing and verification. The goal of this research is to improve the software development process in general, and software debugging process in particular, by devising techniques and methods for automated software debugging, which leverage the advances in automatic test case generation and replay. In this research, novel algorithms are devised to discover faulty execution paths in programs by utilizing already existing software test cases, which can be either automatically or manually generated. The execution traces, or alternatively, the sequence covers of the failing test cases are extracted. Afterwards, commonalities between these test case sequence covers are extracted, processed, analyzed, and then presented to the developers in the form of subsequences that may be causing the fault. The hypothesis is that code sequences that are shared between a number of faulty test cases for the same reason resemble the faulty execution path, and hence, the search space for the faulty execution path can be narrowed down by using a large number of test cases. To achieve this goal, an efficient algorithm is implemented for finding common subsequences among a set of code sequence covers. Optimization techniques are devised to generate shorter and more logical sequence covers, and to select subsequences with high likelihood of containing the root cause among the set of all possible common subsequences. A hybrid static/dynamic analysis approach is designed to trace back the common subsequences from the end to the root cause. A debugging tool is created to enable developers to use the approach, and integrate it with an existing Integrated Development Environment. The tool is also integrated with the environment's program editors so that developers can benefit from both the tool suggestions, and their source code counterparts. Finally, a comparison between the developed approach and the state-of-the-art techniques shows that developers need only to inspect a small number of lines in order to find the root cause of the fault. Furthermore, experimental evaluation shows that the algorithm optimizations lead to better results in terms of both the algorithm running time and the output subsequence length.

Street lighting mesh network protocol

The digital revolution of the 21st century contributed to stem the Internet of Things (IoT). Trillions of embedded devices using the Internet Protocol (IP), also called smart objects, will be an integral part of the Internet. In order to support such an extremely large address space, a new Internet Protocol, called Internet Protocol Version 6 (IPv6) is being adopted. The IPv6 over Low Power Wireless Personal Area Networks (6LoWPAN) has accelerated the integration of WSNs into the Internet. At the same time, the Constrained Application Protocol (CoAP) has made it possible to provide resource constrained devices with RESTful Web services functionalities. This work builds upon previous experience in street lighting networks, for which a proprietary protocol, devised by the Lighting Living Lab, was implemented and used for several years. The proprietary protocol runs on a broad range of lighting control boards. In order to support heterogeneous applications with more demanding communication requirements and to improve the application development process, it was decided to port the Contiki OS to the four channel LED driver (4LD) board from Globaltronic. This thesis describes the work done to adapt the Contiki OS to support the Microchip TM PIC24FJ128GA308 microprocessor and presents an IP based solution to integrate sensors and actuators in smart lighting applications. Besides detailing the system’s architecture and implementation, this thesis presents multiple results showing that the performance of CoAP based resource retrievals in constrained nodes is adequate for supporting networking services in street lighting networks.

Influência da revisão de atividades executadas para melhoria da acurácia na estimativa de software utilizando planning poker

Abstract – Background – The software effort estimation research area aims to improve the accuracy of this estimation in software projects and activities. Aims – This study describes the development and usage of a web application tocollect data generated from the Planning Poker estimation process and the analysis of the collected data to investigate the impact of revising previous estimates when conducting similar estimates in a Planning Poker context. Method – Software activities were estimated by Universidade Tecnológica Federal do Paraná (UTFPR) computer students, using Planning Poker, with and without revising previous similar activities, storing data regarding the decision-making process. And the collected data was used to investigate the impact that revising similar executed activities have in the software effort estimates' accuracy.Obtained Results – The UTFPR computer students were divided into 14 groups. Eight of them showed accuracy increase in more than half of their estimates. Three of them had almost the same accuracy in more than half of their estimates. And only three of them had loss of accuracy in more than half of their estimates. Conclusion – Reviewing the similar executed software activities, when using Planning Poker, led to more accurate software estimates in most cases, and, because of that, can improve the software development process.

Asiakkaan osallistuminen innovaatio- ja tuotekehitysprosessiin

Tässä tutkimuksessa tarkastellaan asiakkaan ja valmistajan osallistumista yhteistoiminnalliseen innovaatio- ja tuotekehitysprosessiin ja sen vaikutuksia yritysten kilpailukykyyn. Asiakaslähtöinen avoin innovaatio- ja tuotekehitystoiminta on yksi merkittävä kilpailuedun lähde, sillä se mahdollistaa tuotevariaatioiden nopeamman lanseerauksen ja asiakastarpeiden huomioimisen tuotekehitystoiminnassa. Tämän empiirisen tutkimuksen tavoitteena oli selvittää millä tavoin kulutustavaroihin kuuluvien muoti- ja sportvaatteiden suunnittelussa yhteistoiminnallinen innovaatio- ja tuotekehitystoiminta on mahdollista toteuttaa ja miten sitä voidaan hallita. Tutkimus toteutettiin kvalitatiivisena tapaustutkimuksena. Empiirinen aineisto kerättiin teemahaastatteluina tapausorganisaatiosta. Yhteistoiminnallisesta kehittämisestä ei ole olemassa yhtä kattavaa teoriaa, jota voitaisiin hyödyntää. Tämän vuoksi yritysten on luotava itse yhteistoiminnallisen innovaation ja tuotekehityksen viitekehys, joka parhaiten palvelee liiketoiminnan tarpeita. Viitekehys ja käytettävät menetelmät sekä yhteistoiminnallisuutta tukevat työvälineet ovat riippuvaisia mm. toimialasta ja sen markkinatilanteesta, liiketoimintamalleista, yrityksen toimintaympäristöstä, asiakkaista ja kehittämisen kohteeksi valitusta tuotealueesta. Empiirinen tutkimus osoittaa, että yhteistoiminnallinen innovaatio voi olla kilpailuedun lähde sekä valmistajille että asiakkaalle, mutta vaatii aina yrityskohtaista sopeuttamista. Tutkimuksen mukaan hyvin johdettu yhteistyömalli, oikeat tuotevalinnat ja asiakasinformaation monipuolinen hyödyntäminen vaikuttavat positiivisesti kehittämisprojektin tuloksiin.

Customer involvement in new service development

This case study aims at filling the research gap in the literature, by researching how customers experience customer involvement in new service development, in addition to giving insight on what are the organisational customers’ motivations to become involved in service development. These subjects are studied by conducting three interviews. The thesis gives a review of previous findings regarding customer-driven new service development, customer involvement, customer roles, modes of involvement, communication in the involvement process, what is the role of customer engagement and what are the motivational drivers for customers. The thesis also explains what new service development is and makes a distinction between new service development and new service design. The results revealed that organisational customers want to be involved throughout the development process, with active involvement in the beginning and end phases. Moreover, customers prefer face-to-face methods and active and bidirectional communication throughout the process. The findings propose seven motivational factors, a new framework for customer-driven new service development and communication process map. The managerial implications list five themes for service providers to take into consideration when involving customers to the service development process.