Why e-Service Development is Different: A Literature Review <s> INTRODUCTION <s> Provides a review and ready reference to recent writings on new service development (NSD), especially for the financial services sector. Discusses the types of new service development, the purposes served by them and the processes. Refers to the key activities of NSD and measures its success. An annotated bibliography supplies a very useful guide to the new service development literature. <s> BIB001 </s> Why e-Service Development is Different: A Literature Review <s> INTRODUCTION <s> A Critical Evaluation of the New Service Development Process Integrating Service Innovation and Service Design The Contextual and Dialectical Nature of Experiences The Real-Time Service Product Conquering Customer Time and Space Exploiting the Service Concept for Service Design and Development Exploring the Link between Product and Process Innovation in Services Service Capacity Design with an Integrated Market Utility-Based Method Process Innovation in Knowledge-Intensive Services Design and Delivery of Electronic Services Implications for Customer Value in Electronic Retailing Information Technology Worker Systems in Structured and Unstructured Environments The Location Decisions of New Services Scripting the Service Encounter The Impact of Service Guarantees on Service Quality at Radisson Hotels Worldwide Service Recovery Models for Customer Selection <s> BIB002 </s> Why e-Service Development is Different: A Literature Review <s> INTRODUCTION <s> Abstract The management of new service development (NSD) has become an important competitive concern in many service industries. However, NSD remains among the least studied and understood topics in the service management literature. As a result, our current understanding of the critical resources and activities to develop new services is inadequate given NSD’s importance as a service competitiveness driver. Until recently, the generally accepted principle behind NSD was that “new services happen” rather than occurring through formal development processes. Recent efforts to address this debate have been inconclusive. Thus, additional research is needed to validate or discredit the belief that new services happen as a result of intuition, flair, and luck. Relying upon the general distinctions between research exploitation and exploration, this paper describes areas in NSD research that deserve further leveraging and refinement (i.e. exploitation) and identifies areas requiring discovery or new study (i.e. exploration). We discuss the critical substantive and research design issues facing NSD scholars such as defining new services, choice in focusing on the NSD process or performance (or both), and specification of unit of analysis. We also examine what can be exploited from the study of new product development to further understanding of NSD. Finally, we explore one important area for future NSD research exploration: the impact of the Internet on the design and development of services. We offer research opportunities and research challenges in the study of NSD throughout the paper. <s> BIB003 </s> Why e-Service Development is Different: A Literature Review <s> INTRODUCTION <s> Firms must take full advantage of Net-based e-service opportunities, particularly in the transition of products to services, to garner long-term customer relationships and loyalty. <s> BIB004 </s> Why e-Service Development is Different: A Literature Review <s> INTRODUCTION <s> An extensive literature research in the fields of IT and business science reveals that service-related terms as service and e-service have multiple interpretations within business science, information science and computer science, resulting in confusion. These three communities take part in the multi-disciplinary process of realizing e-Commerce scenarios for services. Each community has its own role in e-service offering, and uses its own terminology. In this paper we analyze the different perspectives that these three communities have on the online service provisioning concept. We introduce different meanings of service-related terms in the three communities, and use a real-world case study to show how all three perspectives and terminologies need to be joined with each other for the realization of collaborative e-Commerce scenarios for service offerings on the Semantic Web.An extensive literature research in the fields of IT and business science reveals that service-related terms as service and e-service have multiple interpretations within business science, information science and computer science, resulting in confusion. These three communities take part in the multi-disciplinary process of realizing e-Commerce scenarios for services. Each community has its own role in e-service offering, and uses its own terminology. In this paper we analyze the different perspectives that these three communities have on the online service provisioning concept. We introduce different meanings of service-related terms in the three communities, and use a real-world case study to show how all three perspectives and terminologies need to be joined with each other for the realization of collaborative e-Commerce scenarios for service offerings on the Semantic Web. <s> BIB005 </s> Why e-Service Development is Different: A Literature Review <s> INTRODUCTION <s> Electronic services delivered over the Internet are gaining importance in the business world. This area has seen an increase in scientific interest over the past years under the labels “Internet of Services” and Web-service ecosystems. The paper develops a conceptual framework of actors and their roles in an open innovation system for a networked ecosystem of Web-services. The framework illustrates how open innovation can be implemented in a Web-service ecosystem to increase innovation performance. Simultaneously this research closes a conceptual gap in current reasoning about Web-service ecosystems that neglects innovation processes. The utility of the framework is demonstrated by two case studies of Web-service ecosystems in which the framework was used to identify gaps in the implementation of open innovation processes. Our research results identify specific functions to support innovation processes. <s> BIB006 </s> Why e-Service Development is Different: A Literature Review <s> INTRODUCTION <s> Service-oriented architectures and Web services mature and have become more widely accepted and used by industry. This growing adoption increased the demands for new ways of using Web service technology. Users start re-combining and mediating other providers’ services in ways that have not been anticipated by their original provider. Within organisations and cross-organisational communities, discoverable services are organised in repositories providing convenient access to adaptable end-to-end business processes. This idea is captured in the term Service Ecosystem. This paper addresses the question of how quality management can be performed in such service ecosystems. Service quality management is a key challenge when services are composed of a dynamic set of heterogeneous sub-services from different service providers. This paper contributes to this important area by developing a reference model of quality management in service ecosystems. We illustrate the application of the reference model in an exploratory case study. With this case study, we show how the reference model helps to derive requirements for the implementation and support of quality management in an exemplary service ecosystem in public administration. <s> BIB007
With the increasing importance of the service sector, the management of new service development (NSD) is becoming a key competitive concern for many companies BIB003 BIB002 BIB001  . Despite its importance it is still not a very well understood topic and ranks behind the research on new product development BIB003 ). An increasing proportion of services are now electronic services delivered over the Internet. However, the systematic design of these services is not dealt with sufficiently in NSD literature even though the importance and relevance of designing electronic services has been demonstrated by examples of market success of services such as Google, Amazon Web-services, or Salesforce. Further, there is now a concerted research effort emerging to address fields such as "Internet of Services" and "Service Ecosystems"  BIB006 BIB007 . Additionally, more general approaches of establishing Service Oriented Architectures are being developed, and thus expose coarse-grained business components to simplify the assembly and deployment of business solutions built as networks of services (Beisiegel, Blohm, Booz, Dubray, Colyer, Edwards et al., 2005) . The purpose of this article is to derive a set of key attributes that distinguish electronic from non-electronic services and their potential influence on NSD. These key attributes are then used as a framework for analyzing NSD literature with regards to their applicability to inform the development of electronic services. To frame the object of interest, a definition of electronic service (e-service) is mandatory. BIB004 define e-service as "the provision of service over electronic networks." Electronic networks include, but are not limited to, the Internet, that is, other electronic environments such as mobile networks, ATMs, and self-service kiosks are also included by this definition. In business science literature the term e-service usually refers to an Internet-based version of traditional services BIB005 ). This includes both services that use only the Internet as a user-interface but also situations where actual service fulfillment might include non-electronic channels (e.g., online shopping), as well as services that are entirely delivered electronically (e.g., music download). The notion of e-services is not limited to the business-to-consumer domain, but also encompasses the domains of business-to-business, government-to-public, and intra-organizational entities BIB004 . Web-service is a term used in computer science and is usually not found in business science. When used in business science, it refers either to the computer science definition or to services delivered over the Web in the meaning of e-service BIB005 . In the computer science context, a Web-service is defined by  as a "software system designed to e-Service Journal Volume 8 Issue 1 support interoperable machine-to-machine interaction over a network." Web-services have an interface described in a machine-processable format, and other systems interact with the Web-service in the manner of its description using standardized messages. For the purpose of this work, an e-service will be defined as a business activity of value exchange that is accessible through an electronic interface. In this sense an e-service, as it will be understood within the context of this work, lies at the intersection of the business definition of a service (i.e., business activity of value exchange) and the technical implementation of a Web-service. Such a service is more than the pure technical implementation of a Web-service or another software implementation. The service has to implement a business activity that a user attributes value to. However, services delivered in a non-electronic fashion, such as services offered by hospitality, are not within the scope of this work. Such an e-service may be provided through a single implementation of a Webservice or through a collection of Web-services that together form a new value added service which is then delivered through an electronic interface.