New Service Development Process in Intermodal Transport: The Case of Turkey

Increasing interest on intermodal transport both by the shippers and carriers has led logistics service providers and transport operators to develop new intermodal transport services. When the service literature is analyzed, it is found that there are a few studies on the New Service Development (NSD) of specific service industries. However, it is observed that there is a gap in new intermodal service development. That’s why this study aims to explore the stages and determine the common stages in NSD process of intermodal transport. In order to reach this aim, intermodal transport operators and service providers offering intermodal transport services in Turkey are investigated by case study method. This study is the preliminary step for NSD processes in intermodal transport for the current literature. According to the findings, the issues of the human resources have not been paid enough attention during the NSD process. It is concluded that intermodal transport requires more detailed and industry-specific NSD models compared with the other service industries.