Developing new products and services in flight catering

Abstract

Reviews alternative approaches to new product development and new service development. Compares them in the context of the flight‐catering sector which is particularly suitable for such comparison as it is made‐up of a supply chain involving three distinctive stakeholders food manufacturers, flight caterers and airlines. Argues that airlines adopt a process for development based largely on new service development, whereas caterers and suppliers tend to adopt a new product development approach. Confirms previous studies of innovation in service operations, that most innovations are modifications to existing products or services as opposed to completely new, “original” innovations. Concludes that in other industries, the level of innovation is greater in larger companies and limited for smaller companies.