Authors: Bo Rundh; Carolina Camén; Patrik Gottfridsson
The aim of the study isto present a model over the service development process, that focus on an inter-organizational perspective showing the complex setting of inter-related actors and the relationships among the various actors and their functions in the development process.Research method:The study uses a qualitative approach.The data collection is based on in-site visits at the organisations involved in development project and in-depth interviews with 14 central actors (top and middle managers and project leaders) in the development project.Research findings:Although many studies have focused on new service development, relatively little research has been undertaken into which actors participate in the service-development process, the roles they play, and the resources they bring to the development process. This paper is based on an ongoing study and the preliminary findings can be described in the following way. The development process can be divided in four sub-phases, each with different important actors. Due to the public context the first phase exists before the actual development process starts, giving the structure and the guidelines for the development process at an institutional level. The second phase is the first part of the service development process where the specifications or the requirement for the developed service (extended service concept) are createddeveloper.In this part of the process four main actor roles or functions were were found (i) Information carriers: (ii) Information collectors, (iii) Information translators and (iv) Supporting actors/facilitators. In the third phase the technical specifications or the requirement for the system (extended service concept) are handed over to the external system developer. Here we hH115ave a complex setting where a group of public organizations meets and communicates with a commercial organization. This process is also stretched over a long period of time and consists of complex communication and learning between the actors. The fourth phase is the implementation phase consists of the implementation of the new system. Here we have again a complex setting where we have four main actor groups: the system developer, the development project group from the development project, the commercial actor performing the public transport and the user of service that must interact with each other.Main contribution:The main findings from this study is the identification, description and characterisation of the different actors groups in a constructed service development network
Journal: n.a. (n.a. – n.a.)
Web Address: n.a.
Publish Year: 2012
Conference: Rome, Italy (2012)