New Service Development for Electronic Services – ALiterature Review

As the importance of services in our society increases, so does the importance of systematic approaches to develop theseservices – commonly termed New Service Development (NSD). An increasing proportion of services are now electronicservices delivered over the Internet. The purpose of this article is to derive a set of key attributes that distinguish electronicfrom non-electronic services and their potential influence on NSD. These key attributes are then used as a framework foranalyzing NSD literature with regards to their applicability to the development of electronic services. This analysis revealedseveral gaps in NSD research. In particular current NSD methods are not well equipped to address the rapidly changingnature and specific cost structure found in electronic services.[...]