KEY CONCEPTS FOR NEW SERVICE DEVELOPMENT

This article deals with service development from a quality perspective . Our point of departure is to build in the right quality from the sta rt. The article presents a new frame of reference for new service deve lopment based on empirical studies in Sweden. It argues that the main task of service development is to create the right generic prerequisit es for the service. This means an efficient customer process, that is to say the process must be adapted to the logic of the customer's beha viour and a good customer outcome, i.e., the service is associated wit h quality. We distinguish three main types of development: the develop ment of the service concept, the development of the service system (re source structure) and the development of the service process.