Service development: Modelling influencing factors by employing the Norwegian Coastal Voyage (Hurtigruten) as a case

Authors

  • Hugo Skaalsvik Department of Business Administration and Social Sciences, Harstad University College, Havnegata 5-7, 9480 Harstad, Norway; e-mail: hugo.skalsvik@hih.no
  • Jon-Arild Johannessen Oslo School of Management, Oslo, Norway, and Harstad University College, Harstad, Norway

Keywords:

service development, service innovation, qualitative research, case study research, Norwegian Coastal Voyage (NCV), Hurtigruten

Abstract

This paper reports research on a service development study carried out on the prestigious Norwegian Coastal Voyage (NCV), also known as the Hurtigruten, which is the brand name. The primary research instrument employed in the research was in-depth interviews with service managers and service personnel employed on the Hurtigruten. This paper reports on findings on influencing factors to service development and suggests how the identified factors influence service development on the Hurtigruten. A model is suggested that depicts these factors, which are grouped into company internal, company external and system factors. The study advances the knowledge field of service development particularly relevant for a high-contact service such as a cruise operation.

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Published

2013-03-01

How to Cite

Skaalsvik, H., & Johannessen, J.-A. (2013). Service development: Modelling influencing factors by employing the Norwegian Coastal Voyage (Hurtigruten) as a case. European Journal of Tourism Research, 6(1), 53–73. Retrieved from https://ejtr.vumk.eu/index.php/about/article/view/116