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New service development: managing the dynamic between services and operations resources
Juliana Bonomi Santos, Martin Spring
International Journal of Operations & Production Management, June 2013, Emerald
Dr Juliana Bonomi Santos
Centro Universitário da FEI
I believe this paper describes the more emergent and unstructured nature of new service development; something that is missing in the literature on the theme. To do so, it builds in the resources and capability literature and on the theory of the growth of the firm of Edith Penrose.