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Online services are now extensively used all over the world in desktop and mobile applications. These services are driven by technologies that attempt to enhance how people manage their lives in more networked and interconnected ways. The aim of this study is to conduct a systematic review of 103 articles published from year 1998 to 2014 by reviewing the research objectives, research findings, methodologies and research gaps of prior online service studies. Since, there are limited focus on online services research as a whole albeit several researchers concentrated specifically on areas such as e-banking and e-commerce, the authors summarized prior research by developing a unified framework –the Design for Online Service (DOS) framework– that synthesized the findings of success factors – web design, social networking, service provisioning, user involvement and critical success factorsin designing online services. The DOS framework provides a holistic view of determinants for the success of online service design, incorporating range set of factors and its criteria. Overall, these findings provide insights and greater understanding of online service research agenda.

Designing Online Service: From State-of-the-Art to a Unified Framework