ic E-Business, 2004, pp. 374-377. Beijing, China. 70. Stiliadis, D., Francini, A., Kamat, S., Alicherry, M., Hari, A., Koppol, P.V., Gupta, A.K., and Skuler, D. Evros: A service-delivery platform for extending security coverage and IT reach. Bell Labs Technical Journal 12(3), 2007, 101-119. Chapter 7 Service Innovation for Electronic Services Christoph Riedl, Jan Marco Leimeister, and Helmut Krcmar Contents Introduction What Makes E-Services Different? 7.2.1 Low Marginal Costs of Service Delivery 7.2.2 High Degree of Outsourcing 7.2.3 Rapid Development of New Services 7.2.4 Transparent Service Feedback 7.2.5 Continuous Improvement and Deployment State-of-the-Art Review of Developing Electronic Services 7.3.1 Analyzed Aspects 7.3.2 Analyzed Literature 7.3.3 New Service Development 7.3.3.1 Types of Service Innovation 7.3.3.2 Antecedents of Success 7.3.3.3 Processes 7.3.3.4 Generic and Organization-Related Issues 7.4 E-Service Development and Open Innovation 7.5 Conclusion Acknowledgment References Service Delivery Platforms 7.1 Introduction With an increasing importance of the service sector, the management of new ser- vice development (NSD) is becoming a key competitive concern for many compa- nies (Gallouj and Weinstein, 1997; Johne and Storey, 1998; Fitzsimmons and Fitzsimmons, 2000; Johnson et al., 2000; Menor et al., 2002). Despite its impor- tance, it is still not a very well-understood topic and ranks behind the research on new product development (Menor et al., 2002). An increasing proportion of services are now electronic services delivered over the Internet. However, the systematic design of electronic services is not covered sufficiently in NSD literature. Yet, the importance and relevance of designing electronic services is demonstrated by examples of market success of services like Google, Amazon Web-services, or Salesforce.com. Moreover, a concerted research effort to address fields like "Internet of Services" and "Service Ecosystems" is forming (Janiesch et al., 2008; Riedl et al., 2009a,b). More gen