Why e-Service Development is Different: A Literature Review

e-Service Journal, 8(1), 2-22, 2011.

37 Pages Posted: 18 Jul 2010 Last revised: 10 Aug 2014

See all articles by Christoph Riedl

Christoph Riedl

Northeastern University - D’Amore-McKim School of Business; Northeastern University - College of Computer and Information Science; Harvard University - Institute for Quantitative Social Science

J. M. Leimeister

University of St. Gallen; University of Kassel - Information Systems

Helmut Krcmar

Technische Universität München (TUM)

Date Written: July 17, 2010

Abstract

As the importance of services in our society increases, so does the importance of systematic approaches to develop these services – commonly termed New Service Development (NSD). An increasing proportion of services are now electronic services delivered over the Internet. 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 for the development of electronic services. This analysis reveals several gaps in NSD research. In particular, current NSD methods are not well equipped to address the rapidly changing nature and specific cost structure found in electronic services. Current NSD methods are also not well suited to fully exploit the various advantages that electronic services offer over non-electronic counterparts, in particular, the transparent feedback generated by service usage and potentials for continuous improvement and rapid deployment of service changes.

Keywords: Electronic Service, e-Service, New Service Development, NSD, Literature Review

JEL Classification: L80

Suggested Citation

Riedl, Christoph and Leimeister, Jan Marco and Krcmar, Helmut, Why e-Service Development is Different: A Literature Review (July 17, 2010). e-Service Journal, 8(1), 2-22, 2011.. Available at SSRN: https://ssrn.com/abstract=1641591

Christoph Riedl (Contact Author)

Northeastern University - D’Amore-McKim School of Business ( email )

360 Huntington Ave.
Boston, MA 02115
United States

HOME PAGE: http://www.christophriedl.net

Northeastern University - College of Computer and Information Science ( email )

360 Huntington Avenue
Boston, MA 02115
United States

Harvard University - Institute for Quantitative Social Science ( email )

1737 Cambridge St.
Cambridge, MA 02138
United States

HOME PAGE: http://christophriedl.net

Jan Marco Leimeister

University of St. Gallen ( email )

Varnbuelstr. 14
Saint Gallen, St. Gallen CH-9000
Switzerland

University of Kassel - Information Systems ( email )

Nora-Platiel 4
Kassel, 34127
Germany

Helmut Krcmar

Technische Universität München (TUM) ( email )

Arcisstrasse 21
Munich, DE 80333
Germany

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