C. Riedl, J. M. Leimeister, and H. Krcmar, Why e-Service Development is Different, A Literature Review. e-Service Journal, 2011.
DOI : 10.2979/eservicej.8.1.2
URL : http://home.in.tum.de/%7Eriedlc/res/RiedlLeimeisterKrcmar2010-eSJ-preprint.pdf

H. Bullinger, K. Fähnrich, and T. Meiren, Service engineering???methodical development of new service products, International Journal of Production Economics, vol.85, issue.3, pp.275-287, 2003.
DOI : 10.1016/S0925-5273(03)00116-6

P. P. Maglio and J. Spohrer, Fundamentals of service science, Journal of the Academy of Marketing Science, vol.68, issue.1, pp.18-20, 2008.
DOI : 10.4337/9781781950203
URL : http://ssmenetuk.org/docs/ServiceScienceSpohrer2008.pdf

K. Meyer and K. Fähnrich, Ein Plädoyer für eine Human-Service-Interaction Interaktive Kulturen -Workshop Band, Logos ? Verlag Berlin, pp.118-123, 2010.

R. Alhendawi and K. Meyer, The Importance of Cultural Adaptation of B2C E-Services Design in Germany, World Academy of Science, Engineering and Technology International Science Index, vol.105, issue.99, pp.544-549, 2015.

I. Miles, Introduction to Service Innovation Case Studies in Service Innovation, pp.1-15, 2012.

K. Meyer, Software-Service-Co-Design ? Eine Methodik für die Entwicklung komponentenorientierter IT-basierter Dienstleistungen, 2010.

K. Meyer, K. Fähnrich, and . Eds, Why we need a Human-Service-Interaction. Business Information Systems, 2010.

B. Edvardsson, New service development and innovation in the new economy, 2000.

J. Hahn and R. J. Kauffman, Information Foraging in Internet-Based Selling: A System Design Value Assessment Framework, E-business management integration of Web technologies with business models, 2002.
DOI : 10.1007/0-306-47548-0_10

C. H. Lovelock and J. Wirtz, Services marketing. People, technology, strategy. Pearson, 2004.

C. Lovelock and E. Gummesson, Whither Services Marketing?, Journal of Service Research, vol.68, issue.3, pp.20-41, 2004.
DOI : 10.2307/1251563
URL : http://bschool.nus.edu/departments/marketing/papers for seminars/gummesson-2004-02.pdf

R. G. Javalgi, L. Charles, P. R. Martin, and . Todd, The export of e???services in the age of technology transformation: challenges and implications for international service providers, Journal of Services Marketing, pp.18-560, 2004.
DOI : 10.1108/08876040010347598

R. T. Rust and P. K. Kannan, E-service, Communications of the ACM, vol.46, issue.6, pp.46-83, 2003.
DOI : 10.1145/777313.777336

R. T. Rust and P. K. Kannan, E-service. New directions in theory and practice, ME Sharpe, 2002.

A. Meier, Stormer, H.: eBusiness & eCommerce. Managing the digital value chain, 2009.

K. K. Boyer, R. Hallowell, and A. V. Roth, E-services: operating strategy???a case study and a method for analyzing operational benefits, Journal of Operations Management, vol.20, issue.2, pp.175-188, 2002.
DOI : 10.1016/S0272-6963(01)00093-6

A. Tiwana, Balasubramaniam, R. Eds.: e-Services: Problems, Opportunities, and Digital Platforms, 2001.

M. Mecella and B. Pernici, Designing wrapper components for e-services in integrating heterogeneous systems, The VLDB Journal?the International Journal on Very Large Data Bases, pp.2-15, 2001.

R. T. Fielding, Web-based development of complex information products, Communications of the ACM, vol.41, issue.8, pp.84-92, 1998.
DOI : 10.1145/280324.280337

J. N. Sheth and A. Sharma, E-Services ??? A Framework for Growth, Journal of Value Chain Management, pp.8-12, 2007.
DOI : 10.1007/978-3-8350-9614-1_2

C. K. Prahalad and V. Ramaswamy, Co???creating unique value with customers, Strategy & Leadership, pp.4-9, 2004.
DOI : 10.1108/10878570410699249

J. E. Hogan, K. N. Lemon, and R. T. Rust, Customer equity management. Charting new directions for the future of marketing, In Journal of Service Research, issue.5, pp.4-12, 2002.
DOI : 10.1177/1094670502005001002
URL : http://www.uk.sagepub.com/clow/study/articles/PDFs/01_Hogan.pdf

E. Bridges, R. E. Goldsmith, and C. F. Hofacker, Attracting and retaining online buyers. Comparing B2B and B2C customers: Advances in electronic marketing, pp.1-27, 2005.
DOI : 10.4018/9781591403210.ch001

P. B. Seybold, Preparing for the e-services Revolution: Designing your next-generation ebusiness, 1999.

J. Usunier, International Marketing, 1993.
DOI : 10.1016/B0-08-043076-7/04274-1

C. Hofacker, E-Services: A Synthesis and Research Agenda, Journal of Value Chain Management, 2007.
DOI : 10.1007/978-3-8350-9614-1_3

M. Bitner and . Jo, Servicescapes: The Impact of Physical Surroundings on Customers and Employees, Journal of Marketing, vol.56, issue.2, pp.57-71, 1992.
DOI : 10.2307/1252042

B. Stauss and P. M. , Culture shocks " in inter?cultural service encounters?, Journal of Services Marketing, 1999.
DOI : 10.1108/08876049910282583

W. Barber, A. Badre, and . Eds, Culturability: The Merging of Culture and Usability, 1998.

S. Moritz, Service Design: Practical Access to an Evolving Field, 2005.

S. Evenson and . Ed, Designing for Service, 2005.

L. Shostack, Designing Services That Deliver, 1984.

A. Röstlinger, Cronholm, S. Eds.: design criteria for public e-services, 2009.

S. Cronholm and G. Goldkuhl, Actable Information Systems-Quality Ideals Put into Practice, Information Systems (ISD), 2002.

S. Cronholm and G. Goldkuhl, Actability at a Glance, 2005.

J. Nielsen, The Usability Engineering Lifecycle, pp.71-114, 1993.
DOI : 10.1016/B978-0-08-052029-2.50007-3

J. Nielsen, Enhancing the Explanatory Power of Usability Heuristics, Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, pp.152-158, 1994.

J. D. Gould and C. Lewis, Designing for Usability: Key Principles and What Designers Think, Commun. ACM, pp.300-311, 1985.
DOI : 10.1145/3166.3170

K. Liu, Coordination and Communication Using Signs. Studies in Organizational Semiotics, 2002.

M. Weber, Economy and society, In Canadian Journal of Linguistics, 1978.

J. R. Searle, Speech Acts ? an Essay in the Philosophy of Language. A philosophical study, 1969.

A. Lommel and R. Ray, The Globalization Industry Primer. Switzerland: The Localization Industry Standards Association, 2007.

H. Sun, Building a culturally-competent corporate web site, Proceedings of the 19th annual international conference on Computer documentation , SIGDOC '01, pp.95-102, 2001.
DOI : 10.1145/501516.501536

A. Marcus and E. W. Gould, Crosscurrents: Cultural Dimensions and GlobalWeb Userinterface Design, interactions, pp.32-46, 2000.
DOI : 10.1145/345190.345238

G. Hofstede, Cultural dimensions in management and planning, Asia Pacific Journal of Management, vol.1, issue.2, 1984.
DOI : 10.1037/14359-000