Why e-Service Development is Different: A Literature Review <s> Generic and Organization Related Issues <s> This paper generates a network perspective of the development of new services. Service development within a network environment is at an early stage of understanding and has received little attention. The authors contribute to greater understanding of the new service development process by conceptually developing and integrating two themes: the development of new services and the innovation process within networks, rooted in the study of industrial networks. The conceptual discussion is further strengthened by a case study of network‐based new service development in the financial services sector. <s> BIB001 </s> Why e-Service Development is Different: A Literature Review <s> Generic and Organization Related Issues <s> Purpose – When compared with the field of new product development, research on new services has seen fewer developments and offers less comprehensive insights. This paper tries to fill this gap by providing empirical findings from two qualitative longitudinal case studies of new service development. Knowledge on the management issues for developing new bank offerings efficiently is limited. Furthermore, recent research suggests that organisational learning can contribute greatly to the success of innovation projects. The aims of this paper are to provide a detailed description of the development process of a new financial product and to identify learning actions that may contribute to its effectiveness.Design/methodology/approach – The paper reports findings from a qualitative, longitudinal case study of a well‐known French bank, and of a retailer. The research focuses on the description of the process, the organisational issues involved and the decision making during the development process.Findings – Th... <s> BIB002
The last topic area that has been identified analyzes how NSD is performed within an organization. NSD has been addressed on different organizational levels, including project teams, business units, complete organizations, and networks of organizations. In this research, issues such as the role of managers and the influence of external factors (i.e., those of a creative environment) have been addressed. BIB001 address network issues in NSD. They conclude that interactions are critical for NSD and that the incorporation of disparate perspectives is beneficial (i.e., they increase creative potential) and that the network perspective helps incorporate relevant resources and actors. However, the very nature of services (intangibility, heterogeneity, and inseparability) brings considerable complexities to the exchange processes of NSD. As services are copied easily, the development of a network approach to NSD could provide firms with a source of competitive advantage. They do not, however, address the management of the resulting complex value networks. Given the positive impact that organizational learning has on NSD success BIB002 and the increased network character of e-services due to their suitability for re-use and outsourcing, studying organizational aspects and the management of joint NSD in value networks should receive more attention.