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Advances in Services Innovations

:	Dieter Spath, Klaus-Peter Fähnrich
:	Dieter Spath, Klaus-Peter Fähnrich
:	Advances in Services Innovations
:	Springer-Verlag
:	9783540298601
:	1
:	CHF 85.30
:

:	Allgemeines, Lexika
:	English

:	312
:	Wasserzeichen/DRM
:	PC/MAC/eReader/Tablet
:	PDF

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 and D activities in these fields. The book is written for researchers in engineering and management.

	Preface	5
	Table of Content	6
	I Service Engineering	8
	Service Engineering: State of the Art and Future Trends	9
	1 Introduction	10
	2 Fundamental aspects of developing a service	13
	3 Organisation of service development	17
	4 Outlook	20
	References	20
	Service Engineering in Action: The Palm/ Erlang- A Queue, with Applications to Call Centers	23
	1 Introduction	24
	2 Significance of abandonment in modelling and practice	26
	3 Birth-and-death process representation	28
	4 Operational measures of performance	30
	5 Parameter estimation in a call center environment	33
	6 Approximations	35
	7 Applications to call centers	38
	8 Some advanced features of 4CallCenters	40
	9 Some open research topics	42
	References	47
	Architecture for Service Engineering – The Design and Development of Industrial Service Work	52
	1 Introduction	53
	2 Service Engineering as a New Research Discipline for Successful Service Design and Service Development	53
	3 Service Planning for Promising Service Ideas	55
	4 An Architecture for Service Conception	56
	5 Application of the Architecture – Lessons Learned	64
	6 Outlook	65
	Acknowledgements	66
	References	66
	An engineering tool for the conceptual design of service systems	69
	1 Services and service engineering	70
	2 The system concept	71
	3 Fundamentals of service system design	79
	4 Service system design methodology	80
	5 Functions of the service system design tool	83
	6 Further research	84
	References	86
	Integrated Development of Software and Service – The Challenges of IT- Enabled Service Products	88
	1 Introduction	89
	2 IT enabled service products as development objects	95
	3 Challenges of an Integrated Development	100
	4 Procedure model for the integrated development of IT enabled services	102
	5 Software support	106
	6 Conclusions and Future Research Topics	110
	Acknowledgments	111
	References	112
	II Service Management	114
	From Service Management towards Service Competence An Entrepreneurial Approach	115
	1 Introduction	116
	2 Service Competence – Challenge for SMEs	118
	3 The Core Capacities of Service Competence	122
	4 Future Research Topics in Service Competence	128
	References	129
	Innovation and Learning in Services - The Involvement of Employees	132
	1 Area of research	133
	2 State of the art and research needed	134
	3 Involvement of employees in innovation and learning in services	138
	4 Conclusion: Future research needed	147
	References	150
	Managing Service Networks’ Success	152
	1 Introduction	153
	2 Theoretical Framework and Derivation of Hypotheses	154
	3 Methodology	157
	4 Results	159
	5 Discussion, Limitation, and Further Research	161
	References	162
	Success Factors in New Service Development and Value Creation through Services	166
	1 Background	167
	2 Service competition and strategy	168
	3 The experience concept and experience-based service value	170
	4 Critical success factors for developing new services and suggestions for future research	172
	5 Strategic perspectives on future research	181
	References	182
	III Service Marketing	185
	Sustainable Advantages in Service Industries How Can Early Entrants Outperform Latecomers in Service Markets?	186
	1 Introduction	187
	2 Early Entrant Advantages in Consumer Goods and Industrial Goods Markets	188
	3 Early Entrant Advantages in Service Markets	189
	4 Discussion	198
	References	200
	Satisfaction Measurement within the Customer Relationship Life Cycle	203
	1 Introduction	204
	2 The Customer Relationship Life Cycle	205
	3 Phase-oriented Customer Satisfaction Measurement	207
	4 Evaluation and Consequences	215
	5 Implications and Outlook for Research	216
	References	217
	IV Sustainable Service Research	219
	Strengthening the Services Sector – Needs for Action and Research	220
	1 On the way towards the Service Society	221
	Have We Already Arrived in the Service Society? » Statistically, yes	institutionally, no = not yet «
	2 Spotlight on international research activities on Services	223
	3 The European Forum on Business Related Services	231
	4 Challenges for Research	231
	238	231
	5 Needs for Action for Strengthening the Service Research	249
	References	251
	Standardisation in the Service Sector for Global Markets	254
	1 Introduction	255
	2 Normisation and standardisation in the service sector	256
	3 Systemising standardisation demands	257
	4 Balancing previous company-spanning measures	264
	5 Conclusions and recommendations for action	270
	References	272
	Research and Development for a Sustainable Services Sector	275
	1 German services research – a look at the past	276
	2 The present: services research with promise	276
	3 The aim: sustainable, internationally oriented German services research	280
	References	283
	Future research topics and calls for action	285
	1 Concept of the Study	286
	2 Research needs in Services Science and general calls for action	288
	3 Conclusion	301
	Index of Authors	303
	Index	307