2016-04-052015-10-30CUALHETA, 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.http://repositorio.bc.ufg.br/tede/handle/tede/5435The 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.application/pdfAcesso AbertoProcesso de desenvolvimento de novo serviçoTransporte aéreoInovação em serviçosNew service development processAir transportService innovation.ADMINISTRACAO::ADMINISTRACAO DE EMPRESASDissertação