신서비스개발의 방법론에 관한 연구: 문헌고찰

A Study on the New Service Development Methodology: A Literature Review

This paper reviews NSD(New Service Development) literatures. Early studies on NSD proposed its NSD processes based on the NPD(New Product Development) framework developed in the manufacturing industries. In the meantime, empirical results from financial industry and IT(Information Technology) related industries indicate some differences in NSD process activities because of its special characteristics, i.e., intangibility and simultaneity of production and consumption. Two so-called “want-to-be generic” NSD process models, which resulted from that observation and on from marketing society and the other from strategy society, were reviewed with a third one which is based on the success of 6 sigma approaches in total quality management of operations society and called DFSS(Design for Six Sigm). Managerial implications in utilizing those models for service firms and future reseach and limitations are discussed.