Why e-Service Development is Different: A Literature Review <s> Analyzed Literature <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> BIB001 </s> Why e-Service Development is Different: A Literature Review <s> Analyzed Literature <s> Using a quantitative analysis, this study tracks the development of NSD research from 1997 to 2006. It answers the questions: What are the main research themes? Which specific sectors draw more attention? What are the major orientations in NSD research? And which journals publish a number of research papers in NSD research? The findings show that success factors, performance evaluation, and model development are the main themes in NSD research. Financial services, e-Service, and telecommunication services draw the main attention. Case study method and survey method are the two major methods used in NSD research. The International Journal of Service Industry Management has the most publications whereas the European Journal of Marketing receives a relatively higher average citation rate. <s> BIB002
A systematic literature review was performed with the initial search using the key words "new service development" or "NSD" on the online databases ScienceDirect and EBSCOhost which covered a broad range of high-quality, peer reviewed publications. The review time period was from 1997 to 2008, as NSD research received significant attention during e-Service Journal Volume 8 Issue 1 this time BIB002 . The initial search returned over 300 articles. Accounting for duplicate results and after a preliminary scan of the article abstracts, the number of articles to be included was substantially reduced. Reasons for excluding articles were, among others, a different understanding of e-service that related more to information system adoption, or articles that simply referred to NSD literature or used NSD methods but did not contribute to the extension of NSD research itself. Moreover, several cross-referenced articles and books not found in those databases were included and further extended by a comprehensive review of relevant academic journals that we expected would have published articles on NSD. Finally, 63 relevant journal and conference articles, as well as books and book chapters, were included in the review. The literature on NSD focused mainly on success factors and the development of (process) models BIB002 , as well as a large set of summary and review based articles. The topics covered in the analysis and the number of articles that predominantly deal with this topic is shown in Table  1 . A similar distribution of main themes covered in NSD research has also been reported by BIB002 and in an earlier review by BIB001 . Table 2 gives an overview of the publications by year. Table 3 gives a summary of the top journals included in this review. In addition to these journals, there were also 11 books/book chapters, and four conference papers included in the review. The remaining 18 articles were from other journals that had only one or two papers on NSD. 