Problemstellung und Zielsetzung der Arbeit -- Begriffliche und inhaltliche Grundlagen -- Qualität von Bankdienstleistungen -- Fehler- und Fehlerfolgekosten im inländischen Zahlungsverkehr -- Konzepte und Maßnahmen zur Reduzierung von Fehler- und Fehlerfolgekosten -- Zusammenfassende...

The author investigates the strategies of eight publicly listed banks in Britain and Germany in the context of European financial integration. Evidence is provided that banks with defensive strategies fared better than those which attempted to break out of a coherent financial system in order to...

This book demonstrates how to successfully manage and lead healthcare institutions by employing the logic of business model innovation to gain competitive advantages. Since clerk-like routines in professional organizations tend to overlook patient and service-centered healthcare solutions, it...

Julia M. Jonas examines stakeholder integration and its’ dynamics in the setting of service innovation in IT and manufacturing firms. Applying a service-dominant logic theory approach, the multiple case study research describes the implementation of stakeholder integration with its’...

This book offers an elaborate and empirical look at service quality of hospitals in the emerging market of India. The poor quality of service is a major issue in a large number of hospitals (particularly in government hospitals), which forces patients to opt for private hospitals that are...

Services and the Green Economy addresses a significant gap in the knowledge and understanding of sustainable economic development. Bringing together a range of expert contributions the book analyses the role of services and service industries in the transition to a greener economy. Framed by an...

This book teaches IT service managers how to onboard ServiceNow ITSM tools by evangelizing, educating, and coordinating their organization's service desk, developers, and stakeholders. Drawing on his own story of lessons learned in spinning up the adoption of ServiceNow throughout the Al Jazeera...

This casebook provides students and academics in business management and marketing with a collection of case studies on services marketing and service operations in emerging economies. It explores current issues and practices in Asia, across different areas, countries, commercial and...

Dieses Herausgeberwerk vermittelt einen praxisnahen und fundierten Überblick über die Digitalisierung in verschiedenen Branchen sowie von zentralen Unternehmensfunktionen und -prozessen. Dabei wird das Themenfeld der Digitalisierung systematisch anhand von vier Perspektiven betrachtet und es...

Dieses Buch zeigt Wege auf, wie jedes Krankenhaus die vermeintliche Quadratur des Kreises lösen kann: zum einen noch bessere medizinische und pflegerische Leistungen zu erbringen, zum andern nachhaltig die Gewinnschwelle zu erreichen. Auch wenn deutsche Krankenhäuser im internationalen...