Success factors of Service innovation: a qualitative study of the development of complex service in the collaborative context

Abstract

New Service Development (NSD) has become increasingly complex, involving a network of partners that work together along the process. Several factors contribute to NSD success, but the role these factors play and their evolution along the different stages of the NSD process are not well understood. This paper presents the results of a qualitative study of four shopping mall projects in different stages of the NSD process. This study analyzes how NSD success factors evolve along its different stages from the perspectives of both developer company and partners in the network. The study results indicate that some NSD success factors cross cut all stages of the process, whereas other change. Study findings also show that NSD success factors are viewed differently from developer and partner companies. These findings indicate that networks should evolve along the NSD project.