Advances in services innovations: with ... 11 tables
Saved in:
| Format: | Book |
|---|---|
| Language: | English |
| Published: |
Berlin [u.a.]
Springer
2007
|
| Subjects: | |
| Online Access: | Inhaltstext Inhaltsverzeichnis |
| Physical Description: | VIII, 312 S. Ill., graph. Darst. |
| ISBN: | 3540298584 9783540298588 |
Staff View
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| adam_text | Table of Content
Preface V
I Service Engineering
Service Engineering: State of the Art and Future Trends
Klaus Peter Fahnrich, Thomas Meiren 3
The Palm/Erlang A Queue, with Applications to Call Centers
Avishai Mandelbaum, Sergey Zeltyn 17
The Design and Development of Industrial Service Work
Holger Luczak, Christian Gill and Bernhard Sander 47
An Engineering Tool for the Conceptual Design of Service Systems
Reuven Kami, Maya Kaner 65
Integrated Development of Software and Service
Dieter Spath, Christian van Husen, Kyrill Meyer, Romy Elze 85
II Service Management
From Service Management towards Service Competence
Urs Fueglistaller 113
Innovation and Learning in Services The Involvement of Employees
Jon Sundbo 131
Managing Service Networks Success
Heiner Evanschitzky, Dieter Ahlert 151
Success Factors in New Service Development and Value Creation through
Services
Bo Edvardsson, Anders Gustafsson, Bo Enquist 165
III Service Marketing
Sustainable Advantages in Service Industries
Thorsten Posselt, Pablo Berger 187
Satisfaction Measurement within the Customer Relationship Life Cycle
Bernd Stauss, Matthias Gouthier, Wolfgang Seidel 205
VIII
IV Sustainable Service Research
Strengthening the Services Sector Needs for Action and Research
Walter Ganz 223
Standardisation in the Service Sector for Global Markets
Inka Morschel, Hermann Behrens, Klaus Peter Fahnrich, Romy Elze 257
Research and Development for a Sustainable Services Sector
VeronikaPahl 279
Future Research and Needs for Action
Klaus Peter Fahnrich, Romy Elze 289
Index of Authors 307
Index 311
|
| adam_txt |
Table of Content
Preface V
I Service Engineering
Service Engineering: State of the Art and Future Trends
Klaus Peter Fahnrich, Thomas Meiren 3
The Palm/Erlang A Queue, with Applications to Call Centers
Avishai Mandelbaum, Sergey Zeltyn 17
The Design and Development of Industrial Service Work
Holger Luczak, Christian Gill and Bernhard Sander 47
An Engineering Tool for the Conceptual Design of Service Systems
Reuven Kami, Maya Kaner 65
Integrated Development of Software and Service
Dieter Spath, Christian van Husen, Kyrill Meyer, Romy Elze 85
II Service Management
From Service Management towards Service Competence
Urs Fueglistaller 113
Innovation and Learning in Services The Involvement of Employees
Jon Sundbo 131
Managing Service Networks' Success
Heiner Evanschitzky, Dieter Ahlert 151
Success Factors in New Service Development and Value Creation through
Services
Bo Edvardsson, Anders Gustafsson, Bo Enquist 165
III Service Marketing
Sustainable Advantages in Service Industries
Thorsten Posselt, Pablo Berger 187
Satisfaction Measurement within the Customer Relationship Life Cycle
Bernd Stauss, Matthias Gouthier, Wolfgang Seidel 205
VIII
IV Sustainable Service Research
Strengthening the Services Sector Needs for Action and Research
Walter Ganz 223
Standardisation in the Service Sector for Global Markets
Inka Morschel, Hermann Behrens, Klaus Peter Fahnrich, Romy Elze 257
Research and Development for a Sustainable Services Sector
VeronikaPahl 279
Future Research and Needs for Action
Klaus Peter Fahnrich, Romy Elze 289
Index of Authors 307
Index 311 |
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| title | Advances in services innovations with ... 11 tables |
| title_auth | Advances in services innovations with ... 11 tables |
| title_exact_search | Advances in services innovations with ... 11 tables |
| title_exact_search_txtP | Advances in services innovations with ... 11 tables |
| title_full | Advances in services innovations with ... 11 tables Dieter Spath ... (eds.) |
| title_fullStr | Advances in services innovations with ... 11 tables Dieter Spath ... (eds.) |
| title_full_unstemmed | Advances in services innovations with ... 11 tables Dieter Spath ... (eds.) |
| title_short | Advances in services innovations |
| title_sort | advances in services innovations with 11 tables |
| title_sub | with ... 11 tables |
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