This text provides informative, short introductions to the core concepts of Operations Management. This text contains more than 50 concept entries and is fully cross-referenced.An outstanding reference for Operations Management students at all levels. 

New Service Development

New service development

New Service Development (NSD) is a cycle of activities used by companies to create new services concepts and to iteratively bring these concepts to the marketplace. The outcome of NSD is the full scale commercial provision of a service.

Overview of New Service Development

It was only in the 1990s that operations management researchers turned their attention to new service development. It was customary to believe that service development was the result of ‘intuition, flair, and luck’ (Menor et al., 2002). Many firms have used new service development models by simply copying or adopting new product development processes such as the BAH model (see New Product Development).

This approach was primarily successful in the case of the production-line approach to services. This approach, which ...

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