{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,26]],"date-time":"2026-06-26T19:26:56Z","timestamp":1782502016321,"version":"3.54.5"},"reference-count":87,"publisher":"Emerald","issue":"2","license":[{"start":{"date-parts":[[2020,2,5]],"date-time":"2020-02-05T00:00:00Z","timestamp":1580860800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["JKM"],"published-print":{"date-parts":[[2020,3,12]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>This study aims to shed lights on the dynamics of involving and sharing knowledge with stakeholders in the process of new service development (NSD) over time.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>The paper is based on a paradigmatic case focused on the development of the digital MBA program by the School of Management of Politecnico di Milano. Primary and secondary data have been largely collected and analyzed, involving multiple stakeholders of the development process.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>This study describes how several stakeholders have been involved during the phase of the NSD process, showing two variables that ruled their involvement: the level of control exerted by the School on the stakeholders and the level of flexibility of the stakeholders.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Research limitations\/implications<\/jats:title><jats:p>This research offers insights to the understanding of the dynamics of involving and sharing knowledge with multiple-stakeholders in NSD. From a theoretical perspective, it contributes to stakeholder theory linking it with the service management literature, highlighting the role of cyclical fluctuations in the involvement activities.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title><jats:p>This research offers insights to managers dealing with the development of new services, offering them a novel view on how various stakeholders may be involved over time, in different moment and in different ways, to properly enhance the development process thanks to their knowledge sharing.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>This paper contributes to the service management literature emphasizing the role of multiple stakeholders while providing insights and suggestions to manage the complex relationships created by their involvement and their knowledge.<\/jats:p><\/jats:sec>","DOI":"10.1108\/jkm-10-2019-0532","type":"journal-article","created":{"date-parts":[[2020,2,5]],"date-time":"2020-02-05T06:26:20Z","timestamp":1580883980000},"page":"415-438","source":"Crossref","is-referenced-by-count":28,"title":["Leveraging stakeholders\u2019 knowledge in new service development: a dynamic approach"],"prefix":"10.1108","volume":"24","author":[{"given":"Elena","family":"Pellizzoni","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Daniel","family":"Trabucchi","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Federico","family":"Frattini","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Tommaso","family":"Buganza","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Anthony","family":"Di Benedetto","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"140","published-online":{"date-parts":[[2020,2,5]]},"reference":[{"issue":"1","key":"key2021070512533167500_ref001","doi-asserted-by":"crossref","first-page":"57","DOI":"10.1080\/02642069.2017.1289514","article-title":"Business models for the service transformation of industrial firms","volume":"37","year":"2017","journal-title":"The Service Industries Journal"},{"key":"key2021070512533167500_ref002","first-page":"1","article-title":"The effectiveness of digital tools in post-graduate education: comparing different use of the flipped classroom approach in MBA programs","volume-title":"Proceedings of the EFMD Higher Education Research Conference, 10th-11th October 2016 Barcelona","year":"2016"},{"issue":"5","key":"key2021070512533167500_ref003","doi-asserted-by":"crossref","first-page":"507","DOI":"10.2307\/256973","article-title":"Who matters to ceos? 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