Abstract
The rapid changes in the services sector encourage companies to improve the processes for developing and delivering new services. An effective new service development process is not possible without planning. Business entities can plan their time, organise activities, and prioritise tasks according to the complexity or the total duration of the process. However, in the context of new service development, the planning aspect is still not sufficiently emphasised. It is noted that the aim is often to identify the factors that could reduce the duration of this process. However, there is a lack of relevant data based on certain expressions of time. The lack of such research limits the improvement of the planning processes for new service development projects. In order to evaluate the possibilities of application of the proposed new service development model for companies providing services, an empirical evaluation was conducted, using methods of expert survey, program evaluation and review, and Monte Carlo simulation. Guidelines for further research were formulated based on the obtained results.
Highlights
With the consistent growth of the services sector, more and more businesses tend to start their operations in this sector from the development of new services
Given that the number of objects under consideration is higher than 7 (m > 7), the compatibility of opinions provided by the experts was calculated according to the criterion of chi-square χ2
It must be noted that all the necessary information to determine the competencies of the experts, as well as the information about the ongoing, or completed, NSD projects in a company was collected in the previous stage of the research
Summary
With the consistent growth of the services sector, more and more businesses tend to start their operations in this sector from the development of new services. In order to differentiate themselves from their competitors, companies of various profiles undertake the development of new services. New service development (hereinafter—NSD) is widely discussed in the scientific literature. The ScienceDirect website has seen a steady increase in publications under the keyword new service development. Publications on this topic have covered a wide range of research areas: social sciences (2520 publications), environmental science and energy (2030 publications), medicine and dentistry (2245 publications), engineering (1725 publications), computer science (1556 publications). NSD is explored in research papers covering further research perspectives [1], service innovation [2], and the benefits of this process for organisations [3]. Despite the differences across the sectors, the development of new services remains a very important area of research
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