Advances in Services Innovations (eBook)

Preface 5
Table of Content 6
I Service Engineering 8
Service Engineering: State of the Art and Future Trends 9
1 Introduction 10
2 Fundamental aspects of developing a service 13
3 Organisation of service development 17
4 Outlook 20
References 20
Service Engineering in Action: The Palm/ Erlang- A Queue, with Applications to Call Centers 23
1 Introduction 24
2 Significance of abandonment in modelling and practice 26
3 Birth-and-death process representation 28
4 Operational measures of performance 30
5 Parameter estimation in a call center environment 33
6 Approximations 35
7 Applications to call centers 38
8 Some advanced features of 4CallCenters 40
9 Some open research topics 42
References 47
Architecture for Service Engineering – The Design and Development of Industrial Service Work 52
1 Introduction 53
2 Service Engineering as a New Research Discipline for Successful Service Design and Service Development 53
3 Service Planning for Promising Service Ideas 55
4 An Architecture for Service Conception 56
5 Application of the Architecture – Lessons Learned 64
6 Outlook 65
Acknowledgements 66
References 66
An engineering tool for the conceptual design of service systems 69
1 Services and service engineering 70
2 The system concept 71
3 Fundamentals of service system design 79
4 Service system design methodology 80
5 Functions of the service system design tool 83
6 Further research 84
References 86
Integrated Development of Software and Service – The Challenges of IT- Enabled Service Products 88
1 Introduction 89
2 IT enabled service products as development objects 95
3 Challenges of an Integrated Development 100
4 Procedure model for the integrated development of IT enabled services 102
5 Software support 106
6 Conclusions and Future Research Topics 110
Acknowledgments 111
References 112
II Service Management 114
From Service Management towards Service Competence An Entrepreneurial Approach 115
1 Introduction 116
2 Service Competence – Challenge for SMEs 118
3 The Core Capacities of Service Competence 122
4 Future Research Topics in Service Competence 128
References 129
Innovation and Learning in Services - The Involvement of Employees 132
1 Area of research 133
2 State of the art and research needed 134
3 Involvement of employees in innovation and learning in services 138
4 Conclusion: Future research needed 147
References 150
Managing Service Networks’ Success 152
1 Introduction 153
2 Theoretical Framework and Derivation of Hypotheses 154
3 Methodology 157
4 Results 159
5 Discussion, Limitation, and Further Research 161
References 162
Success Factors in New Service Development and Value Creation through Services 166
1 Background 167
2 Service competition and strategy 168
3 The experience concept and experience-based service value 170
4 Critical success factors for developing new services and suggestions for future research 172
5 Strategic perspectives on future research 181
References 182
III Service Marketing 185
Sustainable Advantages in Service Industries How Can Early Entrants Outperform Latecomers in Service Markets? 186
1 Introduction 187
2 Early Entrant Advantages in Consumer Goods and Industrial Goods Markets 188
3 Early Entrant Advantages in Service Markets 189
4 Discussion 198
References 200
Satisfaction Measurement within the Customer Relationship Life Cycle 203
1 Introduction 204
2 The Customer Relationship Life Cycle 205
3 Phase-oriented Customer Satisfaction Measurement 207
4 Evaluation and Consequences 215
5 Implications and Outlook for Research 216
References 217
IV Sustainable Service Research 219
Strengthening the Services Sector – Needs for Action and Research 220
1 On the way towards the Service Society 221
Have We Already Arrived in the Service Society? » Statistically, yes institutionally, no = not yet «
2 Spotlight on international research activities on Services 223
3 The European Forum on Business Related Services 231
4 Challenges for Research & Development
5 Needs for Action for Strengthening the Service Research 249
References 251
Standardisation in the Service Sector for Global Markets 254
1 Introduction 255
2 Normisation and standardisation in the service sector 256
3 Systemising standardisation demands 257
4 Balancing previous company-spanning measures 264
5 Conclusions and recommendations for action 270
References 272
Research and Development for a Sustainable Services Sector 275
1 German services research – a look at the past 276
2 The present: services research with promise 276
3 The aim: sustainable, internationally oriented German services research 280
References 283
Future research topics and calls for action 285
1 Concept of the Study 286
2 Research needs in Services Science and general calls for action 288
3 Conclusion 301
Index of Authors 303
Index 307