| Description |
1 online resource (viii, 312 pages) : illustrations |
| Contents |
Service engineering : state of the art and future trends / Klaus-Peter Fahnrich, Thomas Meiren -- The Palm/Erlang-A queue, with applications to call centers / Avishai Mandelbaum, Sergey Zeltyn -- The design and development of industrial service work / Holger Luczak, Christian Gill, Bernhard Sander -- An engineering tool for the conceptual design of service systems / Reuven Karni, Maya Kaner -- Integrated development of software and service / Dieter Spath [and others] -- From service management towards service competence / Urs Fueglistaller -- Innovation and learning in services : the involvement of employees / Jon Sundbo -- Managing service networks' success / Heiner Evanschitzky, Dieter Ahlert -- Success factors in new service development and value creation through services / Bo Edvardsson, Anders Gustafsson, Bo Enquist -- Sustainable advantages in service industries / Thorsten Posselt, Pablo Berger -- Satisfaction measurement within the customer relationship life cycle / Bernd Stauss, Matthias Gouthier, Wolfgang Seiderl -- Strengthening the services sector : needs for action and research / Walter Ganz -- Standardization in the service sector for global markets / Inka Morschel [and others] -- Research and development for a sustainable services sector / Veronika Pahl -- FUture research and needs for action / Klaus Peter Fahnrich, Romy Elze |
| Summary |
"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."--Jacket |
| Bibliography |
Includes bibliographical references and indexes |
| Notes |
Print version record |
| In |
Springer e-books |
| Subject |
Service industries -- Technological innovations -- Congresses
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Industrial engineering.
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industrial engineering.
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BUSINESS & ECONOMICS -- Marketing -- General.
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BUSINESS & ECONOMICS -- Distribution.
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Service industries -- Technological innovations.
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Ingénierie.
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Service industries -- Technological innovations
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| Genre/Form |
proceedings (reports)
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Conference papers and proceedings
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Conference papers and proceedings.
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Actes de congrès.
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| Form |
Electronic book
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| Author |
Spath, Dieter.
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Fähnrich, K. P. (Klaus Peter)
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| ISBN |
9783540298601 |
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3540298606 |
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3540298584 |
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9783540298588 |
|
6610727139 |
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9786610727131 |
|
