Wirtschaft und Gesellschaft. Die Autorinnen und Autoren stellen aktuelle Ergebnisse aus der Forschung sowie erfolgreiche …

products rather than services. However, research in service related innovation activities is highly rewarding, as the service …The majority of service providers have recognized the need to develop innovative services that meet sophisticated … customer needs on time. Because of structural changes in the market, rising costs and shorter lifecycles of services and …

for future research. Beginning with defining service as a perspective on value creation, and service management as “a set … evolution of service research. From there, the book is structured into six main themes: perspectives on service management … service management, operations management, and service research. …

Excellence -- Werteorientierungen von BWL-Hochschullehrern für die Lehre als Dienstleistung -- Werthaltungen bei der Verwendung … Kundenkontaktpersonals -- Service Excellence durch Prosocial Service Performance -- Strokeorientiertes Management in … Controlling -- Customers-at-Risk Management -- Zur Unzulänglichkeit des operativen Managementfokus im Beschwerdemanagement …