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L'innovation dans les services : les apports de la théorie de la conception

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  • Sylvain Lenfle

    (CRG - Centre de recherche en gestion - X - École polytechnique - CNRS - Centre National de la Recherche Scientifique)

Abstract

Research in economics clearly points out that our economy is increasingly dependent on services but, paradoxically, the literature on innovation remains oriented toward tangible goods. Therefore many firms lacks well-tested methods to develop new services and rely on informal and largely haphazard processes. The paper makes use of the recent advances in design theory to propose an integrated model of New Service Development (NSD). It illustrates how the identification of six design parameters of a new service (target clientele, support product, contract, front et back-office processes, economic model) helps clarifying the working of NSD processes. Further the paper assigns four different uses of the model as a NSD management tool.

Suggested Citation

  • Sylvain Lenfle, 2005. "L'innovation dans les services : les apports de la théorie de la conception," Post-Print hal-00263082, HAL.
    • Handle: RePEc:hal:journl:hal-00263082
    Note: View the original document on HAL open archive server: https://hal.science/hal-00263082
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    1. Michel Berry, 1995. "Research and the Practice of Management: A French View," Organization Science, INFORMS, vol. 6(1), pages 104-116, February.
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