springer book:
Advances in Services Innovations


Table of Content
Preface ...................................................................................................................V
I          Service Engineering
Service Engineering: State of the Art and Future Trends
Klaus-Peter Fähnrich, Thomas Meiren ....................................................................3
The Palm/Erlang-A Queue, with Applications to Call Centers
Avishai Mandelbaum, Sergey Zeltyn ....................................................................17
The Design and Development of Industrial Service Work
Holger Luczak, Christian Gill and Bernhard Sander .............................................47
An Engineering Tool for the Conceptual Design of Service Systems
Reuven Karni, Maya Kaner ...................................................................................65
Integrated Development of Software and Service
Dieter Spath, Christian van Husen, Kyrill Meyer, Romy Elze ..............................85
II         Service Management
From Service Management towards Service Competence
Urs Fueglistaller...................................................................................................113
Innovation and Learning in Services - The Involvement of Employees
Jon Sundbo...........................................................................................................131
Managing Service Networks’ Success
Heiner Evanschitzky, Dieter Ahlert .....................................................................151
Success Factors in New Service Development and Value Creation through
Services
Bo Edvardsson, Anders Gustafsson, Bo Enquist .................................................165
III       Service Marketing
Sustainable Advantages in Service Industries
Thorsten Posselt, Pablo Berger ............................................................................187
Satisfaction Measurement within the Customer Relationship Life Cycle
Bernd Stauss, Matthias Gouthier, Wolfgang Seidel.............................................205VIII      
IV       Sustainable Service Research
Strengthening the Services Sector – Needs for Action and Research
Walter Ganz.........................................................................................................223
Standardisation in the Service Sector for Global Markets
Inka Mörschel, Hermann Behrens, Klaus-Peter Fähnrich, Romy Elze................257
Research and Development for a Sustainable Services Sector
Veronika Pahl ......................................................................................................279
Future Research and Needs for Action
Klaus Peter Fähnrich, Romy Elze........................................................................289
Index of Authors ................................................................................................307
Index ...................................................................................................................311