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Mapping new service development: a review and synthesis of literature

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  • Fotis Kitsios
  • Maria Kamariotou

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.

Suggested Citation

  • Fotis Kitsios & Maria Kamariotou, 2020. "Mapping new service development: a review and synthesis of literature," The Service Industries Journal, Taylor & Francis Journals, vol. 40(9-10), pages 682-704, July.
    • Handle: RePEc:taf:servic:v:40:y:2020:i:9-10:p:682-704
    DOI: 10.1080/02642069.2018.1561876
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    Citations

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    Cited by:

    1. Satyabrata Aich & Ayusha Thakur & Deepanjan Nanda & Sushanta Tripathy & Hee-Cheol Kim, 2021. "Factors Affecting ESG towards Impact on Investment: A Structural Approach," Sustainability, MDPI, vol. 13(19), pages 1-14, September.
    2. Fotis Kitsios & Maria Kamariotou, 2021. "Artificial Intelligence and Business Strategy towards Digital Transformation: A Research Agenda," Sustainability, MDPI, vol. 13(4), pages 1-14, February.
    3. Fotis Kitsios & Ioannis Giatsidis & Maria Kamariotou, 2021. "Digital Transformation and Strategy in the Banking Sector: Evaluating the Acceptance Rate of E-Services," JOItmC, MDPI, vol. 7(3), pages 1-14, September.
    4. Emil Lucian Crișan, 2022. "Reflections on New Service Development in Healthcare Industry," REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF INTERNATIONAL COMPARATIVE MANAGEMENT, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 23(1), pages 37-45, March.
    5. Mingyu Park & Youngjung Geum, 2021. "On the data-driven generation of new service idea: integrated approach of morphological analysis and text mining," Service Business, Springer;Pan-Pacific Business Association, vol. 15(3), pages 539-561, September.
    6. Blommerde-Winters, Tadhg, 2022. "The roles of NSD performance and standardized service development processes in the performance of micro, small, and medium-sized enterprises," Journal of Business Research, Elsevier, vol. 139(C), pages 56-68.
    7. Baxter, David & Trott, Paul & Ellwood, Paul, 2023. "Reconceptualising innovation failure," Research Policy, Elsevier, vol. 52(7).
    8. Angelos I. Stoumpos & Fotis Kitsios & Michael A. Talias, 2023. "Digital Transformation in Healthcare: Technology Acceptance and Its Applications," IJERPH, MDPI, vol. 20(4), pages 1-44, February.

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