Processo de desenvolvimento de um novo serviço - atividades críticas para o setor de transporte aéreo
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2015-10-30
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Universidade Federal de Goiás
Resumo
The air transport sector 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. In this context, innovation in services is a priority. This study aimed to identify
what are the main practices in the new service development process (NSDP) for companies in
the air transport industry. Several NSDP practices 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 practices are found to be recurrent in the air transport industry.
They are: analyzing the external environment, analysis of the financial capacity of the
company, the creation of support activities, the new service price definition, employee
training, adaptation of the physical structure, the disclosure of the new service, disclosure of
the benefits of the new service for the customer, obtaining customer feedback and the
comparison of actual costs versus planned costs. Future research should try to understand how
and why those activities occur.
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CUALHETA, L. P. Processo de desenvolvimento de um novo serviço - atividades críticas para o setor de transporte aéreo. 2015. 86 f. Dissertação (Mestrado em Administração) - Universidade Federal de Goiás, Goiânia, 2015.