Advances in Services Innovations

✍ Scribed by Klaus-Peter Fähnrich, Thomas Meiren (auth.), Professor Dr.-Ing. Dieter Spath, Professor Dr.-Ing. habil. Dipl.-Math. Klaus-Peter Fähnrich (eds.)

• Publisher: Springer-Verlag Berlin Heidelberg
• Year: 2007
• Tongue: English
• Leaves: 307
• Edition: 1
• Category: Library

✦ Synopsis

The book documents the state-of-the-art in Services Science. It combines contributions in Service Engineering, Service Management and Service Marketing and helps to develop a roadmap for future R & D activities in these fields. The book is written for researchers in engineering and management.

✦ Table of Contents

Front Matter....Pages I-VIII
Front Matter....Pages 1-1
Service Engineering: State of the Art and Future Trends....Pages 3-16
Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers....Pages 17-45
Architecture for Service Engineering — The Design and Development of Industrial Service Work....Pages 47-63
An engineering tool for the conceptual design of service systems....Pages 65-83
Integrated Development of Software and Service — The Challenges of IT-Enabled Service Products....Pages 85-110
Front Matter....Pages 111-111
From Service Management towards Service Competence An Entrepreneurial Approach....Pages 113-129
Innovation and Learning in Services - The Involvement of Employees....Pages 131-150
Managing Service Networks’ Success....Pages 151-164
Success Factors in New Service Development and Value Creation through Services....Pages 165-183
Front Matter....Pages 185-185
Sustainable Advantages in Service Industries How Can Early Entrants Outperform Latecomers in Service Markets?....Pages 187-203
Satisfaction Measurement within the Customer Relationship Life Cycle....Pages 205-220
Front Matter....Pages 221-221
Strengthening the Services Sector — Needs for Action and Research....Pages 223-256
Standardisation in the Service Sector for Global Markets....Pages 257-277
Research and Development for a Sustainable Services Sector....Pages 279-288
Future research topics and calls for action....Pages 289-306
Back Matter....Pages 307-312

✦ Subjects

Industrial and Production Engineering; Organization/Planning