In this paper, the authors examine the characteristics of e-Services that distinguish them from the more mundane market offerings. In particular they identify
a set of key attributes that distinguish electronic from non-electronic services and their potential influence on new service development. By doing so, they make important contribution towards the design and development of e-Services, particularly given the current trend of offering more and more services in the electronic form.
For details, please check out the article:
Riedl, Christoph und Leimeister, Jan Marco und Krcmar, Helmut (2011): “Why e-Service Development is Different: A Literature Review.” In: e-Service Journal, Vol. 8(1), 2-22.