New Service Development Process Applied on Air Transport Industry

Abstract

The air transport services is highly relevant to the global economy and has grown about six times the global GDP in recent years. Nevertheless, it has not been able to generate the desired profitability, due to high costs and the inability to deliver differentiated services to customers. This study aimed to identify what are the main activities in the new service development process (NSDP) for companies in the air transport industry. Several NSDP activities are identified in the literature, which make up a conceptual model. By conducting multiple case studies and comparing the results with the literature, ten of those activities are found to be recurrent in the air transport industry, as the analysis of the external environment and the analysis of the financial capacity of the company. A framework for new service development process on air transport industry is proposed.