Mapping new service development: a review and synthesis of literature

ABSTRACT

This paper presents the state of the art in new service development (NSD) by analyzing 178 papers that have been categorized by discipline and method, implementing a structured methodological framework to identify existing knowledge. The findings of this paper come at odds with the notion that NSD is something that just ‘happens’, and can be used as a tool to raise awareness about organizational characteristics that need to be taken into consideration when developing new services. This work contributes to the study of service innovation and NSD and opens avenues for further research on the topic. The managerial implications of this paper highlight the importance of interdisciplinary collaboration for the implementation of successful NSD.

摘要

本文通过分析178篇按学科和方法分类的论文，实施结构化方法框架来识别现有知识，介绍了新服务开发（NSD）的最新进展。本文的的研究结果与NSD只是‘发生’的概念相悖，NSD可以作为一种工具来提高对开发新服务时需要考虑的组织特征的认识。本文的研究有助于服务创新与NSD的研究，并为该课题的进一步研究开辟了道路。本文的管理含义强调了跨学科协作对于成功实施NSD的重要性。

KEYWORDS:

• New service development
• service innovation
• critical success factors
• new service development stages

关键词:

• 新服务发展
• 服务创新
• 成功的关键因素
• 新的服务发展阶段

Disclosure statement

No potential conflict of interest was reported by the authors.