Toward a Framework of New Service Development Practices

Abstract

Different frameworks for New Service Development ( NSD) practices have been suggested by prior conceptual research. By exploring the practices of NSD empirically, t his paper continues the ongoing discussion of what the relevant dimensions of NSD practices are . The detailed practices identified by interviewing 20 employees, all with key roles in relation to NSD in five large Scandinavian service firms, about their NSD practices, are clustered into three aggregated ov erarching dimensions of NSD practices: 1) identifying needs, 2) assuring support and 3) dividing work. The findings suggest that the NSD process is the prime focus of NSD practices and that different resources are integrated into the different stages of th e NSD process. The findings provide both managerial implications and implications for further research.