© Springer Fachmedien Wiesbaden GmbH 2017M. Bruhn und K. Hadwich (Hrsg.), Dienstleistungen 4.0,DOI 10.1007/978-3-658-17550-4

Ausgewählte Literatur zum Themengebiet Dienstleistungen 4.0

Besonders einschlägige und einflussreiche Veröffentlichungen aus dem Bereich Dienstleistungen 4.0 Stelle ausgewählt, die ihrerseits Hinweise auf

weiterführende Quellen geben. Eine vollständige Bibliographie kann hier nicht erfolgen. Die Zuordnung zu den einzelnen Themenbereichen ist nicht immer überschneidungsfrei.

1. Konzeptionelle Grundlagen von Dienstleistungen 4.0

Belk, R. (2010): Sharing, in: Journal of Consumer Research, Vol. 36, No. 5, S. 715-734.

Bharadwaj, A./El Sawy, O.A./Pavlou, P.A./Venkatraman, N. (2013): Digital Business Strategy Toward a Next Generation of Insights, in: MIS Quarterly, Vol. 37, No. 2, S. 471-482.

Bitner, M.J. (1990): Evaluating service encounters the effects of physical surroundings and employee responses, in: Journal of Marketing, Vol. 54, No. 2, S. 69-82.

Brady, M.K./Cronin, J.J. Jr. (2001): Some new thoughts on conceptualizing perceived service quality a hierarchical approach, in: Journal of Marketing, Vol. 65, No. 3, S. 34-49.

Brynjolfsson, E./McAfee, A. (2014): The Second Machine Age Work, Progress, and Prosperity in a Time of Brilliant Technologies, New York.

Collier, J.E./Bienstock, C.C. (2006): Measuring Service Quality in E-Retailing, in: Jour-nal of Service Research, Vol. 8, No. 3, pp. 260-275.

Edvardsson, B./Tronvoll, B./Gruber, T. (2011): Expanding understanding of service ex-change and value co-creation a social construction approach, in: Journal of the Academy of Marketing Science, Vol. 39, No. 2, S. 327-339.

Eggert, A./Hogreve, J./Ulaga, W./Muenkhoff, E. (2014): Revenue and Profit Implica-tions of Industrial Service Strategies, in: Journal of Service Research, Vol. 17, No. 1, S. 23-39.

Fang, E.E./Palmatier, R.W./Steenkamp, J-B.E.M. (2008): Effect of Service Transition Strategies on Firm Value, in: Journal of Marketing, Vol. 72, No. 5, S. 587-602.

LaValle, S./Lesser, E./Shockley, R./Hopkins, M. S./Kruschwitz, N. (2011): Big Data, Analytics and the Path from Insights to Value, in: MIT Sloan Management Review, Vol. 52, No. 2, pp. 21-32.

Lusch, R.F./Vargo, S.L./Tanniru, M. (2010): Service, Value Networks and Learning, in: Journal of the Academy of Marketing Science, Vol. 38, No. 1, S. 19-31.

544

Maglio P.P./Vargo S. L./Caswell N./Spohrer J. (2009): The service system is the basic abstraction of service science, in: Information Systems and E-Business Management Vol. 7, No. 4, S. 395-406.

Meuter, M.L./Bitner, M.J./Ostrom, A.L./Brown, S.W. (2005): Choosing Among Alterna-tive Service Delivery Modes An Investigation of Customer Trial of Self-Service Technologies, in: Journal of Marketing, Vol. 69, No. 2, S. 61-83.

Oliva, R./Kallenberg, R. (2003): Managing the Transition from Products to Services, in: International Journal of Service Industry Management, Vol. 14, No. 2, S. 160-172.

Parasuraman, A./Zeithaml, V.A./Malhotra, A. (2005): E-S-Qual A Multiple-Item Scale for Assessing Electronic Service Quality, in: Journal of Service Research, Vol. 7, No. 3, pp. 213-233.

Porter, M./Heppelmann, J.E. (2014): How Smart, Connected Products Are Transforming Competition, in: Harvard Business Review, Vol. 92, No. 11, S. 64-88.

Rowley, J. (2006): An analysis of the e-service literature towards a research agenda, in: Internet Research, Vol. 16, No. 3, S. 339-359.

Smith, L./Maull, R./Ng, I.C.L. (2014): Servitization and operations management a ser-vice dominant-logic approach, in: International Journal of Operations & Production Management, Vol. 34, No. 2, S. 242-269.

Ulaga, W./Reinartz, W.J. (2011): Hybrid Offerings How Manufacturing Firms Com-bine Goods and Services Successfully, in: Journal of Marketing, Vol. 75, No. 6, S. 5-23.

Vargo S.L./Lusch R.F. (2004): Evolving to a new dominant logic for marketing, in: Journal of Marketing, Vol. 68, No. 1, S. 1-17.

Venkatesh, V./Thong, J.Y.L./Xu, X. (2012): Consumer acceptance and use of infor-mation technology extending the unified theory of acceptance and use of technolo-gy, in: MIS Quarterly, Vol. 36, No. 1, S. 157-178.

Wortmann, F./Flüchter, K. (2015): Internet of Things Technology and Value Added, in: Business & Information Systems Engineering, Vol. 57, No. 3, S. 221-224.

Yoo, Y./Henfridsson, O./Lyttinen, K. (2010): Research Commentary The New Organ-izing Logic of Digital Innovation: An Agenda for Information Systems Research, in: Information Systems Research, Vol. 21, No. 4, S. 724-735.

2. Methoden von Dienstleistungen 4.0

Aggarwal, C.-C. (2015): Data Mining, Heidelberg, u. a.

Atzori, L./Iera, A./Morabito, G. (2010): The Internet of Things A survey, in: Computer Networks, Vol. 54, No. 15, S. 2787-2805.

Dienstleistungen 4.0 545

Böhmann, T./Leimeister, J.M./Möslein, K. (2014): Service Systems Engineering, in: Wirtschaftsinformatik, 56. Jg., Nr. 2, S. 83-90.

Brettel, M./Friederichsen, N./Keller, M./Rosenberg, M. (2014): How Virtualization, De-centralization and Network Building Change the Manufacturing Landscape An In-dustry 4.0 Perspective, in: International Journal of Mechanical, Aerospace, Indusrial and Mechatronics Engineering, Vol. 8, No. 1, S. 37-44.

Bullinger, H.J./Fähnrich, K.P./Meiren, T. (2003): Service engineering Methodical de-velopment of new service products, in: International Journal of Production Econom-ics, Vol. 85, No. 3, S. 275-287.

Bullinger, H.-J./Scheer, A.-W. (2006): Service Engineering Entwicklung und Gestal-tung innovativer Dienstleistungen, 2. Aufl., Berlin/Heidelberg.

Davenport, T.H. (2014): Big Data at Work, Boston.

Kortuem, G./Kawasar, F./Fitton, D./Sundramoorthy, V. (2010): Smart Objects as Build-ing Blocks for the Internet of Things, in: Internet Computing, IEEE, Vol. 14, No. 1, S. 44-51.

Perera, C./Zaslavsky, A./Christen, P./Georgakopoulos, D. (2014): Context-Aware Com-puting for The Internet of Things A Survey, in: Communications Surveys & Tuto-rials, IEEE, Vol. 16, No. 1, S. 414-454.

Rust, R.T./Huang, M.-H. (2014): The Service Revolution and the Transformation of Marketing Science, in: Marketing Science, Vol. 33, No. 2, S. 206-221.

Seiger, R./Keller, C./Niebling, F./Schlegel, T. (2015): Modelling complex and flexible processes for smart cyber-physical environments, in: Journal of Computational Sci-ence, Vol. 10, S. 137-148.

Seiter, M. (2016): Industrielle Dienstleistungen, Wiesbaden.

Spohrer, J./Maglio, P.P. (2008): The Emergence of Service Science Toward Systemat-ic Service Innovations to Accelerate Co-Creation of Value, in: Production and Op-erations Management, Vol. 17, No. 3, S. 238-246.

3. Instrumente von Dienstleistungen 4.0

Barkhuus, L./Dey, A.K. (2003): Location-Based Services for Mobile Telephony a Study of Users' Privacy Concerns, in: INTERACT 3, S. 702-712.

Gandomi, A./Haider, M. (2015): Beyond the hype Big data concepts, methods, and an-alytics, in: International Journal of Information Management, 35. Jg., Nr. 2, S. 137-144.

Grönroos, C. (2008): Service Logic Revisited Who Creates Value? And Who Co-Creates?, in: European Business Review, Vol. 20, No. 4, S. 298-314.

546

Grönroos, C. (2011): Value Co-creation in Service Logic A Critical Analysis, in: Mar-keting Theory, Vol. 11, No. 3, S. 279-301.

Hollebeek, L.D./Glynn, M.S./Roderick, J.B. (2014): Consumer Brand Engagement in Social Media Conceptualization, Scale Development and Validation, in: Journal of Interactive Marketing, Vol. 28, No. 2, pp. 149-165.

Lusch, R.F./Vargo, S.L. (2006): Service-dominant Logic Reactions, Reflections and Refinements, in: Marketing Theory, Vol. 6, No. 3, S. 281-288.

Lusch, R.F./Vargo, S.L. (2014): Service-Dominant Logic, Cambridge.

McColl-Kennedy, J.R./Vargo, S.L./Dagger, T.S./Sweeney, J.C./van Kasteren, Y. (2012): Health Care Customers Value Cocreation Practice Styles, in: Journal of Service Re-search, Vol. 15, No. 4, S. 370-389.

Phelps, J./Nowak, G./Ferrell, E. (2000): Privacy concerns and consumer willingness to provide personal information, in: Journal of Public Policy & Marketing, Vol. 19, No. 1, S. 27-41.

Porter, C.E./Donthu, N. (2008): Cultivating Trust and Harvesting Value in Virtual Communities, in: Marketing Science, Vol. 54, No. 1, S. 113-128.

Pura, M. (2005): Linking perceived value and loyalty in location-based mobile services, in: Managing Service Quality: An International Journal, Vol. 15, No. 6, S. 509-538.

Rybalko, S./Seltzer, T. (2010): Dialogic Communication in 140 Characters or Less How Fortune 500 Companies Engage Stakeholders Using Twitter, in: Public Rela-tions Review, Vol. 36, No. 4, S. 336-341.

Schiller, J./Voisard, A. (2004): Location-based services, San Francisco, CL.

Song, H.J./Zinkhan, G.M. (2008): Determinants of Perceived Web Site Interactivity, Vol. 72, No. 3, S. 99-113.

Stremersch, S./Tellis, G.J. (2002): Strategic Bundling of Products and Prices A New Synthesis for Marketing, in: Journal of Marketing, Vol. 66, No. 1, S. 55-72.

Vargo, S.L./Lusch, R.F. (2008): Service-dominant Logic Continuing the Evolution, in: Journal of the Academy of Marketing Science, Vol. 36, No. 1, S. 1-10.

Vargo, S.L./Lusch, R.F. ( nd Toward a Systems Per-spective of the Market, in: Industrial Marketing Management, Vol. 40, No. 2, S. 181-187.

Vargo, S.L./Maglio, P.P./Akaka, M.A. (2008): On Value and Value Co-Creation A Services Systems and Service Logic Perspective, in: European Management Journal, Vol. 26, No. 3, S. 145-152.

Wang, D./Park, S./Fesenmaier, D.R. (2012): The Role of Smartphone in Mediating the Touristic Experience, in: Journal of Travel Research, Vol. 51, No. 4, S. 371-387.

Wiertz, C./de Ruyter, K. (2007): Beyond the Call of Duty Why Customers Contribute to Firm-hosted Commercial Online Communities, in: Organization Studies, Vol. 28, No. 3, S. 347-376.

Dienstleistungen 4.0 547

Xu, H./Teo, H.-H./Tan, B.C.Y./Agarwal, R. (2009): The Role of Push-Pull Technology in Privacy Calculus The Case of Location-Based Services, in: Journal of Manage-ment Information Systems, Vol. 26, No. 3, pp. 135-174.

Yoo, B./Donthu, N. (2001): Developing a Scale of Measure the Perceived Quality of An Internet Shopping Site (SITEQUAL), in: Quarterly Journal of Electronic Commerce, Vol. 2, No. 1, S. 31-47.

4. Branchenspezifische Perspektiven von Dienstleistungen 4.0

Auh, S./Bell, S.J./McLeod, C.S./Shih, E. (2007): Co-Production and Customer Loyalty in Financial Services, in: Journal of Retailing, Vol. 83, No. 3, S. 359-370.

Bagozzi, R.P./Dholakia, U.M. (2002): Intentional Social Action in Virtual Communities, in: Journal of Interactive Marketing, Vol. 16, No. 2, S. 2-21.

Bagozzi, R.P./Dholakia, U.M. (2006): Antecedents and purchase consequences of cus-tomer participation in small group brand communities, in: International Journal of Research in Marketing, Vol. 23, No. 1, S. 45-61.

Bansal, G./Zahedi, F.M./Gefen, D. (2016): Do context and personality matter? Trust and privacy concerns in disclosing private information online, in: Information & Man-agement, Vol. 53, No. 1, pp. 1-21.

Bart, Y./Shankar, V./Sultan, F./Urban, G.L. (2005): Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study, in: Journal of Marketing, Vol. 69, No. 4, pp. 133-152.

Belk, R. (2013): Extended self in a digital world, in: Journal of Consumer Research, Vol. 40, No. 3, pp. 477-500.

Bendapudi, N./Leone, R.P. (2003): Psychological Implications of Customer Participation in Co-Production, in: Journal of Marketing, Vol. 67, No. 1, S. 14-28.

Brodie, R. J./Ilic, A./Juric, B./Hollebeek, L. (2013): Consumer Engagement in a Virtual Brand Community An Exploratory Analysis, in: Journal of Business Research, Vol. 66, No. 1, S. 105-114.

Cyr, D./Hassanein, K./Head, M./Ivanov, A. (2007): The role of social presence in estab-lishing loyalty in e-Service environments, in: Interacting with Computers, Vol. 19, No. 1, pp. 43-56.

Etgar, M. (2008): A descriptive model of the consumer co-production process, in: Jour-nal of the Academy of Marketing Science, Vol. 36, No. 1, S. 97-108.

Füller, J. (2010): Refining Virtual Co-Creation from a Consumer Perspective, in: Cali-fornia Management Review, Vol. 52, No. 2, S. 98-122.

548

Gummerus, J./Liljander, V./Weman, E./Pihlstrom, M. (2012): Customer engagement in a Facebook brand community, in: Management Research Review, Vol. 35, No. 9, S. 857-877.

Jaakkola, E./Alexander, M. (2014): The Role of Customer Engagement Behavior in Val-ue Co-Creation A Service System Perspective, in: Journal of Service Research, Vol. 17, No. 3, S. 247-261.

Jordan, M.I./Mitchell, T.M. (2015): Machine learning Trends, perspectives, and pro-spects, in: Science, Vol. 349, No. 6245, pp. 255-260.

Kumar, V./Aksoy, L./Donkers, B./Venkatesan, R./Wiesel, T./Tillmanns, S. (2010): Un-dervalued or Overvalued Customers Capturing Total Customer Engagement Value, in: Journal of Service Research, Vol. 13, No. 3, S. 297-310.

Libai, B./Bolton, R./Bugel, M.S./de Ruyter, K./Gotz, O./Risselada, H./Stephen, A.T. (2010): Customer-to-Customer Interactions Broadening the Scope of Word of Mouth Research, in: Journal of Service Research, Vol. 13, No. 3, S. 267-282.

Macdonald, E.K./Kleinaltenkamp, M./Wilson, H.N. (2016): How Business Customers Judge Solutions. Solution Quality and Value in Use, in: Journal of Marketing, Vol. 80, No. 3, S. 96-120.

Mathwick, C./Wiertz, C./de Ruyter, K. (2008): Social Capital Production in a Virtual P3 Community, in: Journal of Consumer Research, Vol. 34, No. 6, S. 832-849.

McKnight, D.H./Choudhury, V./Kacmar, C. (2002): Developing and Validating Trust Measures for e-Commerce An Integrative Typology, in: Information Systems Re-search, Vol. 13, No. 3, pp. 334-359.

Nambisan, S./Baron, R.A. (2009): Virtual Customer Environments Testing a Model of Voluntary Participation in Value Co-creation Activities, in: Journal of Product Inno-vation Management, Vol. 26, No. 4, S. 388-406.

Schlosser, A.E./White, T.B./Lloyd, S.M. (2006): Converting Web Site Visitors into Buyers How Web Site Investment Increases Consumer Trusting Beliefs and Online Purchase Intentions, in: Journal of Marketing, Vol. 70, No. 2, pp. 133-148.

Teo, T.S.H./Liu, J. (2007): Consumer trust in e-commerce in the United States, Singa-pore and China, in: Omega, Vol. 35, No. 1, pp. 22-38.

van Doorn, J./Lemon, K.N./Mittal, V./Nass, S./Pick, D. (2010): Customer engagement behavior theoretical foundations and research directions, in: Journal of Service Re-search, Vol. 13, No. 3, S. 253-266.

Verhoef, P.C./Kooge, E./Walk, N. (2016): Creating value with big data analytics Making smarter marketing decisions, London.

Stichwortverzeichnis

A

Agiles Projektmanagement 318f.

Airline 180, 268, 286,

Augmented Reality 175, 211ff., 302ff., 497ff.

Applikation(en)/App(s) 48ff., 80, 100ff., 124ff., 174ff., 191ff., 209ff., 290, 299ff., 327ff., 361ff., 493ff.,

As a service 421

B

Beacon-Technologie 325ff.

Beteiligung 128ff., 511ff.

Bibliometric Analysis 43ff.

Big Data 54f., 88, 411ff.

Books 437ff.

Business

- Analytics 234ff., 424ff.

- Model 45, 457ff.

- Process 43ff.

Business-to-Business 134, 513ff.

Butler-Services 61ff.

C

Choice Overload 79

Click & Collect 499

Co-Kreation 97ff.

Controlling 411ff.

Conversational User Interfaces 80

Coworking-Space

C-to-C relationships 141ff.

Customer

- Confusion 79

- Insights 249ff.

- Interactions 455ff.

- Journey 249ff., 459ff.

- Trust 457ff.

- Value 440ff.

- Value Conceptualization 440ff.

D

Data Scientist 88, 427ff.,

Datenanalyse 104, 231ff., 521f.

Destination 299ff.

Dialogkommunikation 351ff.

550 Stichwortverzeichnis

Dienstleistungen 4.0 61ff., 141ff.

Dienstleistungs-

- begleitende Produkte 75

- entwicklung 159ff., 188ff., 238ff.

- orientierung 121ff.

- management 231ff., 511ff.

- ökosystem 82f., 106ff.

Digital Signage 493ff.

Digitale/s

- Dienstleistungen 5, 123ff., 492ff.

- Ökosysteme 47

- Assistenzfunktionen 207

- Transformation 63, 99, 419

Digitalisierung 5f., 187, 279, 288ff., 353, 419ff., 511

Digital marketing 437

Digital product 439, 445ff.

Digitalization 457ff.

Digitization 45ff.

Disruptiv 207ff., 421

Dynamic Pricing 498

E

E-Books 440ff.

E-Capabilities 131ff.

Echtzeit-Befragung und -Messung 247ff., 252ff.

Elektronischer Service 205

E-Mail 359

Embedded Content 394

Emotionen 72, 112

Engagement 393ff., 398ff., 402ff., 472, 516ff.

Erfolgsfaktoren 102, 166, 252

Erlebnis 146, 213, 247ff., 299ff., 492ff.

E-Service 299ff.

F

Faktenbasiertes Service-Systems-Engineering 187ff.

Financial Services 457ff.

FinTech 460ff.

Flatrate 270ff.

Freemium 270

Funktionaler Wert 145ff.

G

Gartner Hype-Cycle für IT-Innovationen 80

Geschäftsmodel(le) 17f., 106ff., 178ff., 263, 281ff.

Global Social Network Management 393

Grenzkosten 263ff.

H

Healthcare 513ff.

Hybride Leistungsbündel 161

Hybride Produkte 64, 178

I

Industrial Data Clouds 191ff.

Industrie 4.0 8, 63ff., 173, 420ff.

Industrielle Dienstleistungen 125

Stichwortverzeichnis 551

Information Overload 79

Instant Messaging 361

Insurance 459ff.

Intelligent Personal Assistant (IPA) 80, 86

Interaktionsqualität 129ff.

Interaktivität 355ff.

Internet der Dinge 65, 73, 100, 420

Internet of Things 65

K

Kaufentscheidungsfaktoren 146ff.

Klassische Erhebungsmethoden 247ff.

Kommunikationsinstrument 353ff.

Konstanz Information Miner 240

Konsumentenakzeptanz 342

Kontext 208, 301

Kontextsensivität 210f.

Kundenintegration 73, 128, 205

Kundennutzungsprozesse 282ff.

Kundenservice 358ff., 511ff.

Kundenzufriedenheit 6, 133, 161, 240f., 254ff., 366, 514

L

Location-based 379f.

- Advertising 325ff.

- Offerings 375ff.

- Services 327, 494f.

Logistik 10f., 168ff.

Lösungsanbieter 3

M

Mass Customization 68, 459

Meta Review 45, 47, 56

Mobile

- Marketing 327, 394, 406

- Payment 493, 498, 503ff.

- Platforms 391ff.

- Push Notifications 375ff.

- Video Engagement 393ff.

N

Name-your-own-Price 267ff.

Net Promoter Score 250

Netzwerkfähigkeit 132f.

Nutzentransparenz 264ff.

O

Ökosystem

- digitale(s/n) 66f.

- sphärenübergreifendes 83

- Smart-Service- 106, 109, 112ff.

Online Communities 357ff., 459, 511ff.

Online-Kundenservice 351ff.

P

Pay-per-Use 161, 267ff.

Pay-what-you-want 267, 269f., 274

Personal Technologies 80

Personalisierung 69, 74, 87,125

Persönlichkeit 87, 148ff., 486

552 Stichwortverzeichnis

Plattform/Platform 14ff., 66f., 80, 100ff., 132, 143ff., 180, 200f., 290, 391ff., 421, 515

Praktiken 132, 300ff.

Predictive Analytics 236, 423ff.

Preis

- transparenz 264, 273

- metrik 263, 272f.

Produkthersteller 268

Produktion 61ff.

Produkt-Service-Systeme 126f.

Produktzentrierte Preissysteme 283ff.

Professional Services 45

Potenziale 61ff., 97ff., 185ff., 411ff., 483ff.

Pull-Marketing 86

Push-Marketing 87

R

Reifegrad-Modell 175ff.

S

Self-Service 358, 477, 515

Semantic Web 72, 80ff.

Service

- Analytics 233ff.

- Design 46, 50f., 160, 164

- Dominant Logic 82, 281ff.

- Encounter 84, 123ff.

- Engineering 157ff. 188

- entwicklung 159, 164ff.

- Experience 450

- Innovation 185ff.

- Plattform 100ff.

- Provider 51, 375ff., 457ff.

- Systems-Engineering 185ff.

- zentrierte Preissysteme 284ff.

Servitization 17, 126

Sharing Economy 143ff., 263

Smart Mirror 80, 497ff.

Smart Services 66ff., 97ff.

Smartphone 290, 309ff., 327ff., 387, 394ff., 496

Softwareplattformen 66

Solution Selling Contracting 277ff.

Soziale Netzwerke 353ff.

Sozialer Wert 141ff.

Start-up 458ff.

Storytelling 297ff.

Storytelling-App 303ff.

Systematische Servicesystem-entwick-lung 185ff.

T

Technologie 65ff., 100ff., 124ff., 173ff., 211ff., 325ff., 377, 420f.

Technology Acceptance Model 50, 325ff.

Touchpoint Management 249f.

Touchpoints 249ff., 459ff.

Tourismus 297ff.

Trust-Building Strategies 458ff.

Stichwortverzeichnis 553

U

User Experience 391ff.

V

Value

- Co-Creation 299ff.

- Proposition 83ff., 106, 440ff.

- through Process 83ff.

Videokommunikation 359ff.

Vorgehensmodell 157ff.

W

Wert

- schaffungsprozess des Konsumenten 84

- schöpfung 106ff., 123ff., 187ff., 420f.

- schöpfungssysteme 99ff.

- kreation 277ff.

Wettbewerbskräfte 483ff.

Z

Zugangskanäle 252f.

€ (D) sind gebundene Ladenpreise in Deutschland und enthalten 7 % MwSt. € (A) sind gebundene Ladenpreise in Österreich und enthalten 10 % MwSt. Die mit * gekennzeichneten Preise sind unverbindliche Preisempfehlungen und enthalten die landesübliche MwSt. Preisänderungen und Irrtümer vorbehalten.

Mehr wissen – weiter kommenManfred Bruhn / Karsten Hadwich (Hrsg.)ServicetransformationForum Dienstleistungsmanagement2016. X, 830 S. mit 141 Abb. Geb. ISBN 978-3-658-11096-3

Manfred Bruhn / Karsten Hadwich (Hrsg.)Service Value als WerttreiberForum Dienstleistungsmanagement2014. X, 510 S. mit 106 Abb. Geb. ISBN 978-3-658-02139-9

Manfred Bruhn / Karsten Hadwich (Hrsg.)Customer ExperienceForum Dienstleistungsmanagement2012. X, 512 S. mit 111 Abb.Geb. ISBN 978-3-8349-4000-1

Manfred Bruhn / Karsten Hadwich (Hrsg.)Interaktive Wertschöpfung durch DienstleistungenForum Dienstleistungs management2015. X, 745 S. mit 117 Abb. Geb. ISBN 978-3-658-08517-9

Manfred Bruhn / Karsten Hadwich (Hrsg.)Dienstleistungs- management und Social MediaForum Dienstleistungsmanagement2013. X, 627 S. mit 147 Abb. Geb. ISBN 978-3-658-01247-2

Manfred Bruhn / Karsten Hadwich (Hrsg.)Dienstleistungs- produktivitätBand 1: Management, Prozessgestaltung, Kundenperspektive.Forum Dienstleistungsmanagement2011. X, 507 S. mit 137 Abb.Geb. ISBN 978-3-8349-2805-4

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€ (D) sind gebundene Ladenpreise in Deutschland und enthalten 7 % MwSt. € (A) sind gebundene Ladenpreise in Österreich und enthalten 10 % MwSt. Die mit * gekennzeichneten Preise sind unverbindliche Preisempfehlungen und enthalten die landesübliche MwSt. Preisänderungen und Irrtümer vorbehalten.

Mehr wissen – weiter kommenManfred Bruhn / Karsten Hadwich (Hrsg.)Dienstleistungs- produktivitätBand 2: Innovations entwicklung, Internationalität, Mitarbeiterperspektive.Forum Dienstleistungsmanagement2011. X, 484 S. mit 87 Abb.Geb. ISBN 978-3-8349-2801-6

Manfred Bruhn / Bernd Stauss (Hrsg.)KundenintegrationForum Dienstleistungsmanagement2009. XII, 569 S. mit 66 Abb. Geb. ISBN 978-3-8349-1027-1

Manfred Bruhn / Bernd Stauss (Hrsg.)Wertschöpfungsprozesse bei DienstleistungenForum Dienstleistungsmanagement2007. XII, 473 S. mit 98 Abb.Geb. ISBN 978-3-8349-4413-9

Manfred Bruhn / Bernd Stauss (Hrsg.)Serviceorientierung im UnternehmenForum Dienstleistungsmanagement2010. XII, 551 S. mit 97 Abb. Geb. ISBN 978-3-8349-1773-7

Manfred Bruhn / Bernd Stauss (Hrsg.)DienstleistungsmarkenForum Dienstleistungsmanagement2008. XII, 486 S. mit 88 Abb. Geb. ISBN 978-3-8349-0609-0

Manfred Bruhn / Bernd Stauss (Hrsg.)DienstleistungscontrollingForum Dienstleistungsmanagement2006. XII, 508 S. mit 108 Abb. Geb. ISBN 978-3-409-14315-8

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