New Service Development Process Applied on Air Transport Industry

Authors

  • Luciana Padovez Cualheta Administration Postgraduate Program (PPGADM/FACE), Federal University of Goiás (UFG).
  • Mauro Caetano Administration Postgraduate Program (PPGADM/FACE), Federal University of Goiás (UFG).
  • Cristiano Farias Almeida Faculty of Science and Technology - Transportation Engineering, Federal University of Goiás (UFG).

DOI:

https://doi.org/10.20397/2177-6652/2020.v20i2.1312

Keywords:

Air transport, New Technology Development, Service Development, Service Innovation.

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.

Author Biography

Mauro Caetano, Administration Postgraduate Program (PPGADM/FACE), Federal University of Goiás (UFG).

Doutor em Engenharia de Produção pela Universidade de São Paulo (USP)

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Published

2020-05-14

How to Cite

Cualheta, L. P., Caetano, M., & Almeida, C. F. (2020). New Service Development Process Applied on Air Transport Industry. Journal of Management & Technology, 20(2), 121–142. https://doi.org/10.20397/2177-6652/2020.v20i2.1312

Issue

Vol. 20 No. 2 (2020): Abril/Junho

Section

ARTIGO

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