ISBN-10:
3642067549
ISBN-13:
9783642067549
Pub. Date:
11/09/2010
Publisher:
Springer Berlin Heidelberg
Advances in Services Innovations / Edition 1

Advances in Services Innovations / Edition 1

Paperback

View All Available Formats & Editions
Current price is , Original price is $139.99. You
Select a Purchase Option (Softcover reprint of hardcover 1st ed. 2007)
  • purchase options
    $123.40 $139.99 Save 12% Current price is $123.4, Original price is $139.99. You Save 12%.
  • purchase options

Overview

Advances in Services Innovations / Edition 1

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

Product Details

ISBN-13: 9783642067549
Publisher: Springer Berlin Heidelberg
Publication date: 11/09/2010
Edition description: Softcover reprint of hardcover 1st ed. 2007
Pages: 312
Product dimensions: 6.10(w) x 9.25(h) x 0.24(d)

Table of Contents

Inhaltsverzeichnis

Preface V

I Service Engineering 1

Service Engineering: State of the Art and Future Trends 3

Klaus-Peter Fähnrich1, Thomas Meiren2 3

1 Introduction 4

1 Introduction 4

1.1 Standing out from the competition through innovative services 4

1.2 Services as an R&D object 5

2 Fundamental aspects of developing a service 7

2.1 Model for developing services 7

2.2 Use of methods and tools 9

3 Organisation of service development 11

3.1 Basic organisational alternatives 11

3.2 Dissemination in practice 12

4 Outlook 14

References 14

The Palm/Erlang-A Queue, with Applications to Call Centers 17

Avishai Mandelbaum, Sergey Zeltyn 17

1 Introduction 18

1 Introduction 18

2 Significance of abandonment in modelling and practice 20

3 Birth-and-death process representation 22

4 Operational measures of performance 24

4.1 Practical measures: accounting for Abandonment 24

4.2 Calculations: the 4CallCenters software 25

4.3 A general approach for computing operational performance measures 26

4.4 Relation between average wait and the fraction abandoning 27

5 Parameter estimation in a call center environment 28

6 Approximations 30

7 Applications to call centers 33

7.1 Erlang-A performance measures: comparison against real data 33

7.2 Erlang-A approximations: comparison against real data 34

8 Some advanced features of 4CallCenters 35

9 Some open research topics 38

9.1 Cost and revenue analysis 38

9.2 Extending Erlang-A: human behavior 40

9.3 Extending Erlang-A: structure of modern call centers 42

9.4 Uncertainty in parameter values 43

References 43

The Erlang-A queue: Useful formulae for the steady-state distribution and some performance measures 46

The Design and Development of Industrial Service Work 49

Holger Luczak, Christian Gill and Bernhard Sander 49

1 Introduction 50

2 Service Engineering as a New Research Discipline for Successful Service Design and Service Development 50

3 Service Planning for Promising Service Ideas 52

4 An Architecture for Service Conception 53

4.1 The Service Result Branch of the Architecture 55

4.2 The Service Process Branch of the Architecture 57

4.3 The Service Skills and Resources Branch of the Architecture 59

5 Application of the Architecture – Lessons Learned 61

6 Outlook 62

Acknowledgements 64

References 64

An engineering tool for the conceptual design of service systems 67

Reuven Karni1, Maya Kaner2 67

1 Services and service engineering 68

2 The system concept 69

2.1 General definition of a system 69

2.2 Distinctive characteristics of a service system 69

2.3 A system as an hierarchy of classifications and actualizations 70

2.4 The metamodel construct 70

2.5 A provisional metamodel for service systems 72

3 Fundamentals of service system design 77

3.1 Basic definitions 77

3.2 Conceptual design 78

3.3 Partitions of system attributes 78

4 Service system design methodology 78

4.1 Design methodology overview 78

4.2 Conceptual design of a product repair facility 79

5 Functions of the service system design tool 81

6 Further research 82

6.1 Correlations between problem/solution attributes and values 82

6.2 Eliciting owner requirements 83

6.3 Service typologies as a guide to service system design 83

References 84

Integrated Development of Software and Service 87

Dieter Spath1, Christian van Husen1, Kyrill Meyer2, Romy Elze2 87

1 Introduction 88

1.1 Service engineering for IT enabled service products 88

1.2 Information Technology for IT enabled Service Products 90

2 IT enabled service products as development objects 94

2.1 Definition of IT enabled service products 94

2.2 System leadership and the interaction of software and services 96

2.3 Characteristics of IT enabled service products 98

3 Challenges of an Integrated Development 99

3.1 Problem areas and deficits of an integrated development approach 100

3.2 Success factors 100

4 Procedure model for the integrated development of IT enabled services 102

4.1 Requirements of the procedure model 102

4.2 Specific procedure model for IT enabled service products 104

4.3 Usage of the procedure model 105

5 Software support 106

5.1 Computer Aided Software Engineering 106

5.2 Computer Aided Service Engineering 107

5.3 Computer Aided Engineering for IT enabled Services 108

6 Conclusions and Future Research Topics 110

Acknowledgments 111

References 111

II Service Management 1

From Service Management towards Service Competence 117

Urs Fueglistaller 117

1 Introduction 118

2 Service Competence – Challenge for SMEs 120

3 The Core Capacities of Service Competence 124

4 Future Research Topics in Service Competence 130

References 131

Innovation and Learning in Services - The Involvement of Employees 135

Jon Sundbo 135

1 Area of research 136

2 State of the art and research needed 137

2.1 Economic models and theories 137

2.2 Strategic industry studies 138

2.3 KIBS' interplay with the national innovation system 138

2.4 Management and organisation of innovation 138

2.5 Entrepreneurship in services 139

2.6 The service-manufacturing dimension in innovation 139

2.7 The overview: Statistics and surveys 140

3 Involvement of employees in innovation and learning in services 141

3.1 Introduction 141

3.2 The innovation concept and services 141

3.3 Taxonomy of innovative organizations 144

3.4 Large top-strategic organisations and the involvement of employees 145

3.5 Organizational learning 148

4 Conclusion: Future research needed 150

4.1 Future research fields 150

4.2 Transforming research into practical results 152

References 153

Managing Service Networks’ Success 155

Heiner Evanschitzky, Dieter Ahlert 155

1 Introduction 156

2 Theoretical Framework and Derivation of Hypotheses 157

2.1 The Resource-Based View Approach 157

2.2 The Industrial Organization Approach 157

2.3 The Market Orientation of Networks (MONW) Approach 158

3 Methodology 160

3.1 Sample Selection 160

3.2 Measures 161

4 Results 162

5 Discussion, Limitation, and Further Research 164

References 165

Success Factors in New Service Development and Value Creation through Services 169

Bo Edvardsson, Anders Gustafsson, Bo Enquist 169

1 Background 170

2 Service competition and strategy 171

3 The experience concept and experience-based service value 173

4 Critical success factors for developing new services and suggestions for future research 175

4.1 Develop a Deep and Thorough Understanding of the Customer and what Creates Value through the Eye of the Customer 176

4.2 Create a Customer-Centric Service Culture and Strategy within the Company 176

4.3 Stay Focused on your Customers 177

4.4 Apply a Multi-Method Approach 178

4.5 Involve the Customer in the Development Process 178

4.6 Appoint Multi-Teams 179

4.7 Manage Internal and External Communication 180

4.8 Appoint a Project Leader with the Skills to Lead, Coach, and Develop Team Members 180

4.9 Take on a Holistic Approach 181

4.10 Focus on the Whole Integrated Customer Solution and the service experience 182

4.11 Monitor and Understand Market and Future Trends 183

5 Strategic perspectives on future research 184

References 185

III Service Marketing 1

Sustainable Advantages in Service Industries 191

Thorsten Posselt, Pablo Berger 191

1 Introduction 192

2 Early Entrant Advantages in Consumer Goods and Industrial Goods Markets 193

3 Early Entrant Advantages in Service Markets 194

3.1 Theoretical and Empirical Arguments Concerning Early Entrant Advantages in Service Markets 194

3.2 Early Entrant Advantage in Service Markets 198

4 Discussion 203

References 205

Satisfaction Measurement within the Customer Relationship Life Cycle 209

Bernd Stauss, Matthias Gouthier, Wolfgang Seidel 209

1 Introduction 210

2 The Customer Relationship Life Cycle 211

3 Phase-oriented Customer Satisfaction Measurement 213

3.1 Dual Satisfaction States during the Customer Relationship Life Cycle 213

3.2 Phase-oriented Modules in the Context of Satisfaction Measurement 217

4 Evaluation and Consequences 222

5 Implications and Outlook for Research 223

5.1 Positioning this Contribution within Customer Satisfaction Research 223

5.2 Questions for Future Research 224

References 224

IV Sustainable Service Research 1

Strengthening the Services Sector – Needs for Action and Research 229

Walter Ganz 229

1 On the way towards the Service Society 230

2 Spotlight on international research activities on Services 232

2.1 Service research topics 233

2.2 Basic research topics 234

2.3 Applied research topics and mega trends 235

2.4 Relevant growth sectors 237

2.5 Service research – paving the way for a paradigm shift? 238

2.6 Service research – on the threshold to a multidiscipline? 239

3 The European Forum on Business Related Services 240

3.1 Key characteristics and development trends in the service sector 241

3.2 Dealing with the productivity gap 242

3.3 Addressing the challenge of global sourcing of services 242

3.4 Dealing with the lack of knowledge and information about the sector 244

3.5 The need for standards and quality assessment 244

3.6 The special role of innovation, skills, and research 245

3.7 Dealing with the intangible nature of services 246

4 Challenges for Research & Development 247

4.1 Developing sustainability, with "Service Life Cycle Management" 250

4.2 Recognising new challenges, with "Service Productivity" 252

4.3 Co-designing current trends, with "Internationalisation of Services" 254

4.4 Renewing established tasks, with "Service Engineering" 256

5 Needs for Action for Strengthening the Service Research 258

References 260

Standardisation in the Service Sector for Global Markets 263

Inka Mörschel1, Hermann Behrens2, Klaus-Peter Fähnrich3, Romy Elze3 263

1 Introduction 264

2 Normisation and standardisation in the service sector 265

3 Systemising standardisation demands 266

3.1 Method of systemising 266

3.2 Results of an empirical study 270

4 Balancing previous company-spanning measures 274

4.1 Measures on a national level 274

4.3 Measures on European Level 279

5 Conclusions and recommendations for action 280

References 282

Research and Development for a Sustainable Services Sector 285

Veronika Pahl 285

1 German services research – a look at the past 286

2 The present: services research with promise 286

2.1 A summary of what has been achieved – also a success story 287

3 The aim: sustainable, internationally oriented German services research 290

3.1 Orientation of services research for 2005 and beyond 291

References 293

Zukünftige Forschungsthemen und Handlungsbedarfe 295

Klaus Peter Fähnrich, Romy Elze 295

1 Aufbau 296

2 Forschungsbedarfe im Bereich der Services Science sowie generelle Handlungsbedarfe 299

2.1 Makroebene: Gesellschaftlicher Wandel, Volkswirtschaftliche Potentiale und Strukturbildung 299

2.2 Business/Industry Level 303

2.3 Wirkung auf individueller und Gruppen Ebene 307

2.4 Entwicklung von Werkzeugen und Methoden 310

3 Conclusion 313

Autorenverzeichnis 1

Index 1

Customer Reviews

Most Helpful Customer Reviews

See All Customer Reviews