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Innovation in services : the contribution of design theory

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  • Sylvain Lenfle

    (CRG - Centre de recherche en gestion - X - École polytechnique - IP Paris - Institut Polytechnique de Paris - CNRS - Centre National de la Recherche Scientifique)

Abstract

Research in economics clearly points out that our economy is increasingly dependent on services but, paradoxically, the literature on innovation remains oriented toward product. Therefore many firms lacks well-tested methods to develop new services and rely on informal and largely haphazard processes. The paper makes use the recent advances in design theory to propose an integrated model of New Service Development. It illustrates how the identification of six design parameters of a new service (target clientele, support product, contract, front et back-office processes, economic model) helps clarifying the working of NSD processes. Further the paper assigns four different uses of the model as a NSD management tool.

Suggested Citation

  • Sylvain Lenfle, 2004. "Innovation in services : the contribution of design theory," Post-Print hal-00263365, HAL.
    • Handle: RePEc:hal:journl:hal-00263365
    Note: View the original document on HAL open archive server: https://hal.science/hal-00263365
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    References listed on IDEAS

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    10. Van de Ven, Andrew R., 1986. "Central Problems in the Management of Innovation," Agricultural Research Policy Seminar 139708, University of Minnesota Extension.
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    Cited by:

    1. Lenfle, Sylvain & Midler, Christophe, 2009. "The launch of innovative product-related services: Lessons from automotive telematics," Research Policy, Elsevier, vol. 38(1), pages 156-169, February.
    2. Sylvain Lenfle & Christophe Midler, 2006. "The launch of innovative services : lessons from automotive telematics," Post-Print hal-00263133, HAL.
    3. Sylvain Lenfle & Christophe Midler, 2009. "The Launch of Innovative Product-Related Services: Lessons from automotive telematics," Post-Print halshs-00401124, HAL.

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