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The successful development of new services is a key business driver for telecommunication service providers. The objective of this research is to establish factors and managerial practices that promote success in the telecom service development process. Drawing from twelve practitioner interviews and nine service development cases it develops a grounded theory to account for success measures and success factors to develop telecommunication services. The cases correspond to experiences from operators in Latin America. The research explores the characteristics of the service development and proposes five success measures and fourteen success factors to develop telecom services. The measures are related with sales performance, cost performance, competitive performance, time to market and development culture. The factors deal with development methodology, in-house resources, development office, content management, simplicity, competences in integration, massive market, road map plan, accurate information systems, tuning, free fee services, different ways of payments, resolving problems and customer operation involvement.

Success factors in telecom service development: a grounded theory, case studies research in the Latin American telecommunication sector