Best practices and new perspectives in service science and management:
Gespeichert in:
| Format: | Buch |
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| Sprache: | English |
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Hershey, PA
Business Science Reference
2013
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| Schriftenreihe: | Premier reference source
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| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | "This book provides original research on all aspects of service science, service management, service engineering, and its supporting technology in order to administer cutting-edge knowledge to encourage the improvement of services"-- Provided by publisher. Includes bibliographical references and index |
| Beschreibung: | XXVI, 392 S. graph. Darst. |
| ISBN: | 9781466638945 9781466638969 |
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Datensatz im Suchindex
| _version_ | 1804151474577473536 |
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| adam_text | Titel: Best practices and new perspectives in service science and management
Autor: Ordóñez de Pablos, Patricia
Jahr: 2013
Detailed Table of Contents
Preface...............................................................................................................................................xviii
Chapter 1
Service Quality Evaluation Method for Community-Based Software Outsourcing Process ................1
Shu Liu, Harbin Institute of Technology, China
Ying Liu, IBM China Research Lab, China
Huimin Jiang, Harbin Institute of Technology, China
Zhongjie Wang, Harbin Institute of Technology, China
XiaofeiXu, Harbin Institute of Technology, China
Community-based software development is a promising model to help reduce the pressures such as
development costs, human resources access, new market development, and building business competen-
cies. But the big concern is how to ensure the quality of the outsourcing service. In this paper, a service
quality evaluation method for community-based software outsourcing process has been proposed.
A service quality indicator model with three layers and five dimensions is explained and applied to
community-based software outsourcing service supported by Call-For-Implementation (CFI) platform.
The calculation method for each quality indicator is demonstrated in detail. A prototype is developed
to support the evaluation process and exhibit results of quality evaluation for the community-based
software outsourcing based on CFI. This prototype not only measures and displays the status of service
quality in real-time, but also provides history data to guide software outsourcing process management.
Chapter 2
Creating Effective Customer Solutions: A Process-Oriented Perspective............................................16
Ferdinand Burianek, TUM Business School, Germany
Sebastian Bonnemeier, TUM Business School, Germany
Ralf Reichwald, Leipzig Graduate School of Management, Germany
Global competition and declining margins have made enterprises in diverse industries increasingly
aware that assuring low cost as well as high product performance and quality is no longer sufficient for
long-term success. Integrating products and services into customized solutions can help firms to gain
competitive advantage. Based on 11 in-depth interviews with managers from solution providers and
an exploratory survey with 45 solution providers, this paper derives a value creation process as well as
a set of critical activities and pitfalls within each step. Selling solutions requires relational processes
between customer and supplier comprising analysis/consulting, design/configuration, implementation/
delivery, and support/operation. To better understand the relational process, this perspective was adopted
on creating solutions in order to identify crucial routines and activities. Two main capabilities within this
process can be identified: customer interaction and project management. Both capabilities are required
in order to deliver more effective as well as efficient solutions.
Chapter 3
Customers as Innovators in Senior Service Markets: An Examination of Innovation Potential and
Characteristics.......................................................................................................................................31
Lea Hennala, Lappeenranta University of Technology, Finland
Helind Melkas, Lappeenranta University of Technology, Finland
Satu Pekkarinen, Lappeenranta University of Technology, Finland
This study investigates aging customers as innovators in senior service markets by their innovation po-
tential and characteristics as innovators in development of well-being services. The study focuses on an
initiative to develop the service concept of a foundation providing homes for aging people in Finland.
The participants generated ideas on housing and rehabilitation services. Organizations would benefit from
engaging users in the improvement of their services. This study provides an example of how that could be
put in to practice. The study complements the managerial discussion concerning customer involvement
and combines research on user-driven innovation as well as business and service development. It is of
interest to managers and other actors in various organizations service innovation activities, innovation
researchers, and researchers in service science and various aspects of aging.
Chapter 4
Situated Service-Oriented Modeling....................................................................................................54
Raafat Saade, Concordia University, Canada
Rustam Vahidov, Concordia University, Canada
The emergence of e-services benefited the stakeholders due to ease of access to data, information and
knowledge sources. Service-based applications have evolved into flexible and adaptable systems ca-
pable of coping with changes in user requirements and business processes. The shift from monolithic
application silos towards service-oriented approaches is evident in the literature today. The benefits
of service-oriented approaches include cost effectiveness, improved inter-operability, reusability, and
flexibility. The benefits are not enjoyed without the threat of cognitively overloading managers in their
decision making activities. Tools for effective management of information are necessary. Effective and
efficient service-oriented applications need to operate within their situational boundaries. As such, deci-
sion support type tools require tight integration with the service-based approach. This study proposes an
integrated Situated Service-Oriented Model and demonstrates its value via a case study of an e-learning
service-based application used over a period of 15 months. Two designs were used; component-based
and service-oriented. The significance of this study is in the tangible value of the model proposed and
demonstrated by the e-learning case study.
Chapter 5
An IT Service Engineering and Management Framework (ITS-EMF) ...............................................76
Manuel Mora, Autonomous University of Aguascalientes, Mexico
Rory V. O Connor, Dublin City University, Ireland
MaheshS. Raisinghani, TWU School of Management, USA
Jorge Macias-Luevano, Autonomous University of Aguascalientes, Mexico
Ovsei Gelman, CCADET-UNAM, Mexico
There is a rich amount of literature on services from Information Technology (IT) (Management view)
and IT System Engineering (ITSE) (Engineering view) domains. However, such a variety has produced
disparate views. Furthermore, given that IT and ITSE service-based systems must be linked to business
services (the User view), conceptual interrelationships are increased, causing yet more diversity. This
paper identifies that this generates a lack of theoretical conceptual cohesion and leads to multiple practi-
cal confusions. To address these issues and to reduce such conceptual gaps, an IT Service Engineering
and Management Framework (ITS-EMF) is proposed. ITS-EMF is generated by careful review and
examination of the main conceptualizations on IT, ITSE and business services. The paper claims that
ITS-EMF is useful for: (1) mapping services concepts from disparate IT literature, (2) reducing service
conceptual confusion from the multiple available sources, and (3) providing conceptual links between
service constructs used in business services and IT and ITSE services layers. It concludes with the implica-
tions, both academic and practical, for engineering and managing IT services in business organizations.
Chapter 6
DNA Model of IT Service Assets ........................................................................................................92
Stuart Galup, Florida Atlantic University, USA
Ronald Dattero, Missouri State University, USA
Jayne Groll, ITSMAcademy, Inc., USA
In this paper, the service assets (resources and capabilities) associated with Information Technology (IT)
services are investigated through a DNA(Dynamic Network Analysis) model. An illustrative example for
IT services is analyzed using the model. Specifically discussed are the relationships among Agents, the
Knowledge and Resources that Agents require to perform their job Role, and the Tasks that the Agents
perform during the execution of their job Role. Selected resulting metrics are detailed and the manage-
rial implications are presented for improving the efficiency and effectiveness of organizational process.
Chapter 7
Identification of Attributes of TQM in an Educational Institute: A System Model............................123
Rajiv Sindwani, YMCA University of Science Technology, India
Vikram Singh, YMCA University of Science Technology, India
Sandeep Grover, YMCA University of Science Technology, India
This paper examines and proposes a list of attributes of Total Quality Management (TQM) in an edu-
cational institute, and develops a model for the benefit of researchers and academicians. Even though
there have been a large number of papers published related to TQM, none of the papers focused on
documenting the attributes of TQM in educational institutes using statistical methods. The paper in-
vestigates and lists 42 attributes of TQM in educational institutions. A quantitative study, involving the
administration of a survey was conducted. The survey instrument consisted of 42 items and was prepared
on the basis of attributes of TQM found during Literature Review. The application of Factor Analysis
technique is illustrated for grouping the various attributes into Factors. The results of this study will
help in a smoother penetration of TQM programs in educational institutes. The period of study is from
1995-2006. Considering the gamut of publications, TQM implementation has seen a steady growth and
appears to be heading towards its maturity level.
Chapter 8
An Ontology-Based and Model-Driven Approach for Designing IT Service Management
Systems ..............................................................................................................................................142
Maria-Cruz Valiente, University ofAlcald, Spain
Cristina Vwente-Chicote, Technical University of Cartagena, Spain
Daniel Rodriguez, University ofAlcald, Spain
Currently, few projects applying a Model-Driven Engineering (MDE) approach start from high-level
requirements models defined exclusively in terms of domain knowledge and business logic. Ontology
Engineering (OE) aims to formalize and make explicit the knowledge related to a particular domain. In
this vein, this paper presents a modeling approach, formalized in ontological terms, for defining high-
level requirements models of software systems that provide support for the implementation of Informa-
tion Technology Service Management Systems (ITSMSs). This approach allows for: (1) formalizing
the knowledge associated to the ITSM processes contained in an ITSMS; (2) modeling the semantics
of the activities associated to these processes in terms of workflows; (3) automatically generating the
high-level requirements models of the workflow-based software systems needed to support (part of) the
ITSM processes; and (4) from the latter, obtaining lower-level models (and eventually code) by means
of automated model transformations. A real case study describing the use of this proposal to model
an Incident Management System is also included to demonstrate the feasibility and the benefits of the
proposed approach.
Chapter 9
The Impact of E-Retail Environment Characteristics on E-Satisfaction and Purchase Intent...........160
Jung-Hwan Kim, University of South Carolina, USA
Minjeong Kim, Oregon State University, USA
Jay Kandampully The Ohio State University, USA
The purpose of this research is to determine the key dimensions of e-retail environment characteristics
which affect consumer e-satisfaction and purchase intent and to examine the mediating role of e-satis-
faction and the moderating effects of consumers previous e-shopping experience on the relationship
between e-retail environment characteristics and consumer responses. The study focused on young adults
ranging in age from 18 to 25. The results showed that convenience, customization, security/privacy,
web appearance and entertainment value were the key characteristics of e-retail environment impacting
e-satisfaction. E-satisfaction fully mediated the effects of e-retail environment characteristics on online
purchase intent. Prior e-shopping experience was found to moderate the relationships among the key
dimensions of e-retail environment, e-satisfaction, and e-purchase intent. The findings of this study add
to the existing literature on e-service quality by focusing on e-retail environment characteristics beyond
products and prices, and further by providing e-retailers with practical implications as to how they can
improve their website environments for successful e-retailing business.
Chapter 10
A Study on Relationships Among Software Engineering Capabilities in Japan Using Panel
Analysis..............................................................................................................................................180
Yasuo Kadono, Tokyo University of Technology, Japan
To understand how software engineering capabilities relate to IT vendors business performance and
business environment, the author designed social research on software engineering excellence (SEE)
and administered it in 2005, 2006 and 2007 with the Japanese Ministry of Economy, Trade and Indus-
try. The author measured the SEE survey results with regard to seven factors including service science
characteristics: deliverables, project management, quality assurance, process improvement, research
and development, human development, and contact with customers. This paper integrates 233 responses
to the SEE surveys into a new database and identified 151 unique IT firms. Based on the results of the
panel analysis, most SEE factors for a year had significant positive influences on the same factors the
next year. Three paths existed to improving the level of deliverables through project management, qual-
ity assurance and research and development. Some SEE factors had significant positive influence on
different factors in the following year diagonally. Some negative paths existed, implying that effort put
toward a particular factor did not pay off during the research. These efforts may have longer-term ef-
fects on other SEE factors. In comparison to the overall structure, stratified analysis on the relationships
among the seven factors suggested that year-to-year relationships of the independent vendors tend to be
strengthened due to enhancement of series correlation.
Chapter 11
Value-Adding to Public Services Through the Adoption of Lean Thinking......................................193
Ayham A. M. Jaaron, An-Najah National University, Palestine
Chris J. Backhouse, Loughborough University, UK
This paper describes an investigation into alternative management models applied to public call centres
operations with the aim of delivering significant added value to the overall public firm. Call centres
offer significant potential for value creation. However, in practice they are often created as mechanistic
organisations and managed in such a way is to inhibit value creation. An investigation in a UK city
council was carried out through the means of a case study using both qualitative and quantitative methods
to collect data from directors, middle-managers and employees to evaluate the development of a lean
thinking type of call centre. The results indicate that by implementing the lean thinking approach to the
design of call centre service operations significant, but often counter-intuitive, benefits can be created.
Lean thinking was found to yield improvements in service performance, value work productivity, and
employees affective commitment. Evidence on lean value-added to the public call centres is very limited,
this paper addresses this shortcoming.
Chapter 12
A Modeling Framework for Analyzing the Viability of Service Systems .........................................213
Arash Golnam, Ecole Polytechnique Federate de Lausanne (EPFL), Switzerland
Gil Regev, Ecole Polytechnique Federate de Lausanne (EPFL), Switzerland
Alain Wegmann, Ecole Polytechnique Federate de Lausanne (EPFL), Switzerland
Recent research has explored the principles of service system viability based on systems inquiry invoking
perspectives from Systems Theory and Cybernetics in particular Stafford Beer s viable systems model
(VSM). However based on Banathy and Jenlink (2004), Systems inquiry encompasses more than just
Systems Theory and includes domains such as Systems Methodology and Systems Philosophy. Building
on the extant literature, this work has the following particularities: 1) it is based on an explicit systems
philosophy in which the authors explicitly define what they view as viability and, 2) it involves a systems
methodological approach to either analyze the viability of a service system or to design a viable service
system. This is achieved by means of applying a systems modeling technique called SEAM (Systemic
Enterprise Architecture Method). SEAM rests upon systemic principles and embodies conceptualizations
from VSM. The authors apply SEAM to concretely model a utility company in Geneva, Switzerland in
order to gain an understanding of how a service system maintains its identity and remains viable in its
environment.
Chapter 13
A Business Model Approach for Service Engineering in the Internet of Services ............................228
Holger Kelt, Fraunhofer-Institutfur Arbeitswirtschaft und Organisation IAO, Germany
In all major industrialized countries, the service sector is the largest economic segment maintaining
the highest growth rate. A current trend in the Internet of Services is to develop and offer software as a
service (SaaS). Some research activities, such as Theseus/TEXO (http://theseus-programm.de/en/914.
php), focus on the design and development of Web-based service ecosystems based on Web-platforms
which allow offering, trading, and executing of services over the Internet. This paper is based on the
Integrated Service Engineering (ISE) methodology, an interdisciplinary methodology for developing
electronic services. The focus of this work is laid on the development of business models from a stra-
tegic-/market-oriented perspective, prior to consider the service business processes and the underlying
IT-oriented service concept. The role of the business strategist and its objectives is introduced. The
methodology has been developed in the Theseus/TEXO project which is funded by the German Federal
Ministry of Economy and Technology.
Chapter 14
Service Oriented Innovation Management: An Open Innovation Approach for Collaboration in
Innovation Networks...........................................................................................................................237
Michael Thieme, Institute for Applied Informatics (InfAI), Germany
In this paper, the author introduces the idea of service oriented innovation management into the scientific
discussion and gives an outlook on possible application. In this paper, the SOA-principles are adopted
and applied in the field of innovation management with several stakeholders involved in the innovation
process. Furthermore, a use case is presented in form of a management concept for an innovation center
in the creative industries.
Chapter 15
Customer Integration in Innovation Processes via Operating Information Systems .........................245
Benjamin Strehl, USU Software AG, Germany
The positive effects of customer integration in corporate innovation activities are undisputed. Further,
several concepts for an improved cooperation with customers have already been developed and even
implemented in many cases. Most of these methods target a special group of customers, the so-called
lead-users. Besides being proven as beneficial, this selected integration neglects the majority of a com-
pany s human client interactions which occur in the often centralized service centers, for example call
centers. Many studies confirm the innovation potential of these existing, regular customer interactions.
This paper presents detailed requirements as well as an overall solution system for the integration of
these customer contacts via service centers. Therefore, existing research was combined with quality
function deployment and service system modeling.
Chapter 16
A Method for the Management of Service Innovation Projects in Mature Organizations ................255
Bernhard Schindlholzer, University of St. Gallen, Switzerland
Folk Uebernickel, University of St. Gallen, Switzerland
Walter Brenner, University of St. Gallen, Switzerland
The ability to design innovative services is an important capability for organizations in the 21st century.
Although innovation is the fundamental force to create a sustainable business, many organizations, es-
pecially mature organizations, struggle to develop innovative services. This paper offers a method for
managing service innovation projects in mature organizations. The method is described usingthe elements
of method engineering. Its relevance is evaluated through an exploratory case study at the intersection
of business and IT, focusing on a German financial services provider that sought to develop new IT-
based service innovations. Information technology plays a major role as an enabler for a broad range
of innovative services, and IT organizations are in a unique position to design services in collaboration
with business units to address evolving customer requirements. The key finding of this case study is
that while processes, methods, and tools are important for managing service innovation projects, socio-
technical aspects such as context, environment, team management, and project setup also are essential
for the successful design of innovative services. The current literature provides rudimentary guidance
in these areas, yet a thorough description of these factors and their integration into a complete method
has not yet been documented.
Chapter 17
How IT-Enabled Services Can Help to Change our World: Building Networks for the Energy-Efficient
City of Tomorrow................................................................................................................................273
Kyrill Meyer, Universitat Leipzig, Germany
How natural resources are used in modern society is considered a high-priority topic within national
and international political and social debate. Increases in energy efficiency, the use of renewable energy
sources and emission control are important aspects of this subject that must be considered. A deeper un-
derstanding of existing infrastructure and the willingness to change on an individual and social level are
needed, while determining factors like demographic change are taken into account. This paper introduces
the energy-efficient city of tomorrow as a city of socio-technical networks that interact and are a basis for
energy-related optimizations. Furthermore, the authors discuss the special role that IT-enabled services
can play in understanding and changing those networks. To illustrate, the authors present a service as
a case study that illustrates how services can provides relevant information and help to induce change.
Chapter 18
Mobile Emergency Management Services Targeting Large Public Events.......................................281
Jan Zibuschka, Fraunhofer-Institutfur Arbeitswirtschaft und Organisation IAO, Germany
Heiko Rofinagel, Fraunhofer-Institut fur Arbeitswirtschaft und Organisation IAO, Germany
Jan Muntermann, University ofGottingen, Germany
Tobias Schemer, Marketing Partner, Germany
In recent years, natural disasters and terrorist attacks have been quite numerous, and broadly reported in
the media. The tourism industry has been especially impacted by these emergencies. In order to mitigate
the effects of such events, guaranteeing an adequate level of preparedness is essential. However, despite
the extreme disrupting events that large-scale disasters such as tsunamis have had on tourism in specific
areas, few tourism organizations have properly developed emergency strategies as an integral part of
their business plans. Several national and supra-national initiatives are currently working on possibili-
ties to employ mobile communication networks for emergency management systems. The success of
such systems depends on users being familiar with the service though, which is difficult to achieve if
the system is solely used for emergency management. Therefore, the authors propose a reference archi-
tecture that allows the integration of mobile value-adding services, allowing for broad usage outside of
emergency cases and thus an increased familiarity. The authors also present a specific system design
focusing on the case of large public events as an instantiation of the reference architecture, describe the
implementation in some detail, and present the evaluation of the prototype implementation in a simula-
tion study at a large public event.
Chapter 19
MoBiFlow: Principles and Design of a Workflow System for Molecular Biology............................300
Markus Held, Bundesanstalt fur Finanzdienstleistungsaufsicht, Germany
Wolfgang Kiichlin, Eberhard Karls Universitat Tubingen, Germany
Wolfgang Blochinger, Universitat Stuttgart, Germany
Web-based problem solving environments provide sharing, execution and monitoring of scientific work-
flows. Where they depend on general purpose workflow development systems, the workflow notations
are likely far too powerful and complex, especially in the area of biology, where programming skills are
rare. On the other hand, application specific workflow systems may use special purpose languages and
execution engines, suffering from a lack of standards, portability, documentation, stability of investment
etc. In both cases, the need to support yet another application on the desk-top places a burden on the
system administration of a research lab. In previous research the authors have developed the web based
workflow systems Calvin and Hobbes, which enable biologists and computer scientists to approach
these problems in collaboration. Both systems use a server-centric Web 2.0 based approach. Calvin is
tailored to molecular biology applications, with a simple graphical workflow-language and easy access to
existing BioMoby web services. Calvin workflows are compiled to industry standard BPEL workflows,
which can be edited and refined in collaboration between researchers and computer scientists using the
Hobbes tool. Together, Calvin and Hobbes form our workflow platform MoBiFlow, whose principles,
design, and use cases are described in this paper.
Chapter 20
uRun: A Framework for User-Generated Mobile Services in the Health and Fitness Domain..........314
Alexandra Chapko, German Research Center for Artificial Intelligence, Germany
Andreas Emrich, German Research Center for Artificial Intelligence, Germany
Stephan Flake, Orga Systems GmbH, Germany
Frank Golatowski, University of Rostock, Germany
Marc Grafile, German Research Center for Artificial Intelligence, Germany
Andreas Kohlos, Morpho Cards GmbH, Germany
Nico Laum, University of Rostock, Germany
Christian Lerche, University of Rostock, Germany
Carsten Rust, Morpho Cards GmbH, Germany
Jiirgen Tacken, Orga Systems GmbH, Germany
Dirk Werth, German Research Center for Artificial Intelligence, Germany
Carsten Zoth, Orga Systems GmbH, Germany
This article presents a framework which enables end users to create small, sharply focused mobile ser-
vices directly on a mobile device. By this, end users are no longer only consumers of mobile services;
they also become producers and providers of mobile services. The domain of mobile health and fitness
applications has been chosen to demonstrate the feasibility of the approach. The article presents the
underlying platform for easy creation of mobile services and describes the implementation of a Web-
based editor for easy mobile service creation as well as our solution to access device capabilities out of
Web applications.
Chapter 21
An Information and Cooperation Portal for Supporting Public Authorities and Organizations with
Safety and Security Responsibilities Before and During Large Public Events .................................335
Sandra Frings, Fraunhofer-Institut fur Arbeitswirtschaft und Organisation IAO, Germany
David Lopez Remondes, City of Cologne and University of Applied Sciences Cologne, Germany
Wolf Engelbach, Fraunhofer-Institut fur Arbeitswirtschaft und Organisation IAO, Germany
Large public events are quite common and lead to peak usage of urban transport systems. Clear plan-
ning and communication processes which involve relevant parties for event management, traffic and
security issues are needed due to the increasing number and complexity of events. When planning an
event, overall organizational and technical issues as well as the preparation for unexpected incidents
are asked for to plan for maximum safety and security. Within the research project VeRSiertl, a web-
based information and cooperation portal was designed for the region of Cologne and implemented for
these purposes. Its intention is to support collaboration of the participating organizations prior to, during
execution and post-event analysis of a large public event, while taking into account unplanned risks
ranging from storms to acts of terrorism.
Compilation of References...............................................................................................................345
About the Contributors....................................................................................................................385
Index...................................................................................................................................................389
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| format | Book |
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| genre_facet | Aufsatzsammlung |
| id | DE-604.BV041379574 |
| illustrated | Illustrated |
| indexdate | 2024-07-10T00:55:24Z |
| institution | BVB |
| isbn | 9781466638945 9781466638969 |
| language | English |
| lccn | 2012045216 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-026827578 |
| oclc_num | 869851352 |
| open_access_boolean | |
| owner | DE-19 DE-BY-UBM DE-945 |
| owner_facet | DE-19 DE-BY-UBM DE-945 |
| physical | XXVI, 392 S. graph. Darst. |
| publishDate | 2013 |
| publishDateSearch | 2013 |
| publishDateSort | 2013 |
| publisher | Business Science Reference |
| record_format | marc |
| series2 | Premier reference source |
| spelling | Best practices and new perspectives in service science and management Patricia Ordóñez de Pablos ... Hershey, PA Business Science Reference 2013 XXVI, 392 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Premier reference source "This book provides original research on all aspects of service science, service management, service engineering, and its supporting technology in order to administer cutting-edge knowledge to encourage the improvement of services"-- Provided by publisher. Includes bibliographical references and index Service industries Management Management (DE-588)4037278-9 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf 1\p (DE-588)4143413-4 Aufsatzsammlung gnd-content Dienstleistung (DE-588)4012178-1 s Management (DE-588)4037278-9 s b DE-604 Ordóñez de Pablos, Patricia 1975- Sonstige (DE-588)136971245 oth Erscheint auch als Online-Ausgabe 978-1-4666-3895-2 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=026827578&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Best practices and new perspectives in service science and management Service industries Management Management (DE-588)4037278-9 gnd Dienstleistung (DE-588)4012178-1 gnd |
| subject_GND | (DE-588)4037278-9 (DE-588)4012178-1 (DE-588)4143413-4 |
| title | Best practices and new perspectives in service science and management |
| title_auth | Best practices and new perspectives in service science and management |
| title_exact_search | Best practices and new perspectives in service science and management |
| title_full | Best practices and new perspectives in service science and management Patricia Ordóñez de Pablos ... |
| title_fullStr | Best practices and new perspectives in service science and management Patricia Ordóñez de Pablos ... |
| title_full_unstemmed | Best practices and new perspectives in service science and management Patricia Ordóñez de Pablos ... |
| title_short | Best practices and new perspectives in service science and management |
| title_sort | best practices and new perspectives in service science and management |
| topic | Service industries Management Management (DE-588)4037278-9 gnd Dienstleistung (DE-588)4012178-1 gnd |
| topic_facet | Service industries Management Management Dienstleistung Aufsatzsammlung |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=026827578&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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