Perspective: New Service Development: How the Field Developed, Its Current Status and Recommendations for Moving the Field Forward

Abstract

New service development (NSD) is a growing innovation discipline. Despite the growth of articles about NSD, several authors have criticized the lack of attention paid to NSD, compared with new product development (NPD), and the lack of consensus across NSD findings. At the same time, others have proclaimed that NSD is a sophisticated, mature field of research. This paper tries to resolve these issues by analyzing 230 empirical articles on NSD, published over a period of 30 years. It investigates the content of NSD research articles, the authors contributing to the field, and the research methodologies employed. It finds that, despite its growing popularity, the field has not moved forward substantively. NSD is a subject specialty but lacks an “invisible college” of researchers addressing the topic. This has resulted in a body of research that fails to provide managers with consistent answers to basic questions about how to most effectively manage NSD processes.One of the main causes for the lack of coherence in the knowledge on this topic may stem from the fact that, rather than initially approaching research in the domain without ingoing bias and using grounded theory approaches to create initial understanding, many of the early researchers applied the concepts, frameworks, and methods used to understand NPD to the NSD domain. To correct this problem, it is proposed that the field of NSD needs to move forward in a significantly different manner. This paper provides several recommendations for attracting more academics to the field, elevating the visibility and status of NSD as a research domain, and also presents a research agenda that may help reorient future research in this area so that a more complete and coherent body of knowledge is generated that both advances the field and helps practitioners manage NSD more effectively and efficiently.