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Key Concepts for New Service Development
Abstract
This article deals with service development from a quality perspective. Our point of departure is to build in the right quality from the start. The article presents a new frame of reference for new service development based on empirical studies in Sweden. It argues that the main task of service development is to create the right generic prerequisites for the service. This means an efficient customer process, that is to say the process must be adapted to the logic of the customer's behaviour and a good customer outcome, i.e., the service is associated with quality. We distinguish three main types of development: the development of the service concept, the development of the service system (resource structure) and the development of the service process.
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Citations
Cited by
Service Innovation: A Service-Dominant Logic Perspective1
Lusch, R. F., & Nambisan, S. (2015) · MIS Quarterly · doi:10.25300/misq/2015/39.1.07 · Cited by 1,949
Service design for experience-centric services
Zomerdijk, L. G., & Voss, C. A. (2010) · Journal of Service Research · doi:10.1177/1094670509351960 · Cited by 960
A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach
Osborne, S. P., Radnor, Z., & Nasi, G. (2013) · The American Review of Public Administration · doi:10.1177/0275074012466935 · Cited by 848
Ordanini, A., & Parasuraman, A. (2011) · Journal of Service Research · doi:10.1177/1094670510385332 · Cited by 676
A customer‐oriented new service development process
Alam, I., & Perry, C. (2002) · Journal of Services Marketing · doi:10.1108/08876040210443391 · Cited by 600
Metadata
- Authors
- Edvardsson, B., & Olsson, J.
- Venue
- The Service Industries Journal
- Publisher
- Informa UK Limited
- Published
- 1996-04
- Volume
- 16
- Issue
- 2
- Pages
- 140-164
- ISSN
- 0264-2069 (ISSN-L)
- 1743-9507
- OpenAlex
- W2102586032
- Cited by
- 778
- References
- 0
- FWCI
- 5.33
- Type
- journal article
- Language
- en
- Open access
- closed
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- CoChat. (2026). Citation check: Key Concepts for New Service Development. https://app.cochat.ai/papers/10.1080/02642069600000019
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- Edvardsson, B., & Olsson, J. (1996). Key Concepts for New Service Development. The Service Industries Journal. https://doi.org/10.1080/02642069600000019
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
