The aim of this work is to analyze the implementation of a reference model for the project and development of services in a road passenger Transport Company. The main goals were to minimize three problems related to services development process: the absence of systematic approach, the absence of documents and records that assure the control of the services development description, and the absence of tests documentation for the verification and validation of the developed service. The reference model was chosen by using multivariate analysis of variance and the action-research strategy. A smart card payment system service development for the road passengers' transport was the object of study. The research provided recommendations of improvements for the reference model and for the implementation of a systematic service development process in the company.
Service development; Road passengers transportation; Reference models; Multivariate analysis of variance; Services
