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Serviceroboter: Digitalisierung von Dienstleistungen aus Kunden-, Mitarbeiter- und Managementperspektive (essentials)
by Thomas AfflerbachVeränderungen sind die neue Normalität. Um langfristig bestehen zu können, müssen insbesondere Dienstleistungsunternehmen, die sich bei vielen ihrer Dienstleistungsbegegnungen auf den Faktor Mensch verlassen, ihre Geschäftsabläufe radikal überdenken und die Dienstleistungserbringungen (noch weiter) digitalisieren. Der Einsatz von Servicerobotern kann eine solche Maßnahme zur Digitalisierung sein. In diesem essential wird aufgezeigt, in welchen Einsatzfeldern die Dienstleistungsunternehmen solche Roboter in die Interaktion mit den Kundinnen und Kunden integrieren können, für welche Aufgaben Serviceroboter gut geeignet sind und welche Gestaltungsmerkmale zu beachten sind. Zudem werden aus einer Kunden-, Mitarbeiter- und Managementperspektive sowohl die Chancen als auch die Herausforderungen von Servicerobotern reflektiert sowie Handlungsempfehlungen abgeleitet.
Services – SERVICES 2018: 14th World Congress, Held as Part of the Services Conference Federation, SCF 2018, Seattle, WA, USA, June 25–30, 2018, Proceedings (Lecture Notes in Computer Science #10975)
by Alvin Yang Siva Kantamneni Ying Li Awel Dico Xiangang Chen Rajesh Subramanyan Liang-Jie ZhangThis book constitutes the refereed proceedings of the 14th World Congress on Services, SERVICES 2018, held as part of the Services Conference Federation, SCF 2018, in Seattle, USA, in June 2018. The 10 full papers and 3 short papers presented were carefully reviewed and selected from 22 submissions. The papers cover topics in the field of software foundations and applications with a focus on novel approaches for engineering requirements, design and architectures, testing, maintenance and evolution, model-driven development, software processes, metrics, quality assurance and new software economics models, search-based software engineering, benefiting day-to-day services sectors and derived through experiences, with appreciation to scale, pragmatism, transparency, compliance and/or dependability.
Services and Employment: Explaining the U.S.-European Gap
by Mary Gregory, Wiemer Salverda & Ronald SchettkatWhy is Europe's employment rate almost 10 percent lower than that of the United States? This "jobs gap" has typically been blamed on the rigidity of European labor markets. But in Services and Employment, an international group of leading labor economists suggests quite a different explanation. Drawing on the findings of a two-year research project that examined data from France, Germany, the Netherlands, the United Kingdom, and the United States, these economists argue that Europe's 25 million "missing" jobs can be attributed almost entirely to its relative lack of service jobs. The jobs gap is actually a services gap. But, Services and Employment asks, why does the United States consume services at such a greater rate than Europe? Services and Employment is the first systematic and comprehensive international comparison on the subject. Mary Gregory, Wiemer Salverda, Ronald Schettkat, and their fellow contributors consider the possible role played by differences in how certain services--particularly health care and education--are provided in Europe and the United States. They examine arguments that Americans consume more services because of their higher incomes and that American households outsource more domestic work. The contributors also ask whether differences between U.S. and European service sectors encapsulate fundamental trans-Atlantic differences in lifestyle choices. In addition to the editors, the contributors include Victor Fuchs, William Baumol, Giovanni Russo, Adriaan Kalwij, Stephen Machin, Andrew Glyn, Joachin Möller, John Schmitt, Michel Sollogoub, Robert Gordon, and Richard Freeman.
Services and the Green Economy
by Andrew Jones Patrik Ström Brita Hermelin Grete RustenServices and the Green Economy addresses a significant gap in theknowledge and understanding of sustainable economic development. Bringingtogether a range of expert contributions the book analyses the role of servicesand service industries in the transition to a greener economy. Framed by anapproach within environmental economic geography, chapters written by leadingresearchers from a range of disciplines explore how service industries, servicefirms and service activities are at heart of green economic processes. Adoptinga global perspective, it includes research from the US, Europe, South Americaand Japan, providing a detailed insight into how the crucial role of serviceindustry activity has often been ignored in current understandings of a greeneconomic transition.
Services and the Knowledge-Based Economy
by Mark Boden Ian MilesFirst published in 2000. Over the past two decades, the service sector have increased dramatically and now occupy the largest share of the economy of advanced industrial societies. Certain business services are regularly cited as evidence for the emergence of a "knowledge economy". In this pioneering book, leading researchers in the fields of service industries and innovation studies investigate the reasons for the growth of the service sectors and this emergent knowledge economy. Drawing on material as diverse as macroeconomic statistics and firm-level case studies, the contributors demonstrate that services are often important innovators in their own right, as well as contributing to innovation and economic performance in their user industries. The question of how far services are special cases, and what specific processes and trajectories characterize their innovative activity is treated systematically. Additionally, a variety of original analyses and information resources are presented. This book should be of value to the student of the modern industrial society, to those seeking to forge policies appropriate to the new context of economic development, and to researchers who are confronting the challenges of the knowledge economy.
Services Computing – SCC 2018: 15th International Conference, Held as Part of the Services Conference Federation, SCF 2018, Seattle, WA, USA, June 25-30, 2018, Proceedings (Lecture Notes in Computer Science #10969)
by João Eduardo Ferreira George Spanoudakis Yutao Ma Liang-Jie ZhangThis book constitutes the proceedings of the International Conference on Services Computing, SCC 2018, as part of SCF 2018, held in Seattle, WA, USA, in June 2018. The 12 papers presented in this volume were carefully reviewed and selected from numerous submissions. The papers cover the science and technology of leveraging computing and information technology to model, create, operate, and manage business services.
Services for Aging Persons in China: Spatial Variations in Supply and Demand (Global Perspectives on Health Geography)
by Xiaoping Shen Shangyi Zhou Xiulan ZhangThis volume draws upon one of the first comprehensive studies on the regional variations of services for aging persons in China to provide an empirical and theoretical understanding of the impact of China's rapidly growing aging population on the country's socioeconomic, cultural, and political systems. In three parts, the manuscript combines case-oriented comparative methods with variable-oriented statistical and GIS analyses to examine the spatial patterns and relationships between supply and demand of affordable and accessible services for aging persons in China. Part one gives a historical review of population aging in China, including the development of services for aging persons and government policies and programs geared towards elders. Part two provides an analysis of spatial variations of supply and demand for services including food, housing, health, and community services for aging persons. Part three uses case studies to analyse the regional and local dimensions of elderly services. Suggestions are made for future planning, development, and policies. This book will appeal to policy makers, city planners, service providing businesses, and advanced undergraduate and graduate students studying economic geography, planning, and regional development.
Services in Canada
by W. R. Frisbee M. S. SommersFirst Published in 1990. Routledge is an imprint of Taylor & Francis, an informa company.
Services in Family Forestry (World Forests #24)
by Teppo Hujala Anne Toppinen Brett J. ButlerThis book transfers the newest service research concepts, such as value co-creation, to family forestry context. The book is aimed at as learning material for higher-education students in Western economies, and as a handbook for forest scientists worldwide. It has a strong theoretical base, but also a practical orientation with examples of novel forest services from different regions and contexts. The five parts of the book are: I Conceptualization of Service Approaches in Family Forestry; II Market and Policy Environment; III Public Service and Business Innovations; IV Communication, Cooperation, and Organizations for Services; and V Transitions Governance. Each part begins with a chapter that is more conceptual and thus sets the stage for the subsequent chapters, which then focus on a regional perspective or some more specific theme under the part’s coverage.
Services Liberalization in the EU and the WTO
by Marcus KlamertBoth in WTO law and in EU law there is a dichotomy between liberalization based on market access and liberalization targeting domestic regulation. Consequently, both regimes share the problem of distinguishing national measures impairing market access and those that do not have such effect, as demonstrated in the debate on the Keck principles in EU law and the US - Gambling decision in WTO law. Moreover, both the EU and the WTO exempt certain categories of 'public' services under partly comparable and complex conditions. Specific to EU law are the legal issues that have arisen because of the recent adoption of the Services Directive, which has both amended EU services law and has led to a fragmentation of the rules applicable to different service sectors in the EU. A final chapter discusses possible approaches to regulation such as home state rule, host state rule and mutual recognition from a comparative perspective.
Services Management und digitale Transformation: Impulse und Beispiele für die erfolgreiche Umsetzung digitaler Services
by Kai Altenfelder Dieter Schönfeld Wolfgang KrenklerDas Buch zeigt, welchen Einfluss die digitale Transformation auf das Services Management hat und wie ein Wandel in der Unternehmensorganisation erfolgreich umgesetzt werden kann. Der Servicegedanke muss zur Haltung und in die Kultur der Zusammenarbeit integriert werden. In den Unternehmen variiert die Definition des Begriffs „digitale Transformation“ häufig stark. Darin nur die Digitalisierung von bisher analogen Prozessen zu sehen, ist zu kurz gedacht. Darüber hinaus sind Geschäftsmodelle zu überarbeiten und auf die Kunden und ihre Anforderungen individuell auszurichten.Die Autorinnen und Autoren aus Wissenschaft und Praxis haben sich an einem Book-Sprint-Wochenende über die verschiedenen Disziplinen im Services Management ausgetauscht und ihre Erfahrungen und Impulse in diesem Herausgeberwerk festgehalten.In vier Themenbereichen erläutern sie, warum neue Geschäftsmodelle notwendig sind, um bei der digitalen Transformation ein erfolgreiches Servicegeschäft zu etablieren und somit den Erfolg des eigenen Unternehmens zu sichern. Weiterhin haben sie ausgearbeitet, wie eine Strategie und das Portfolio entwickelt werden und wie sich die digitale Wertschöpfung bei der Gestaltung der digitalen Transformation für Dienstleistungen auswirkt.
Services Marketing: People, Technology, Strategy
by Christopher H. Lovelock Jochen WirtzServices Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing.
Services Marketing: Integrating Customer Focus Across the Firm
by Valarie A. Zeithaml Mary Jo Bitner Dwayne D. GremlerServices Marketing, 6/e, is written for students and businesspeople who recognise the vital role that services play in the economy and its future. The advanced economies of the world are now dominated by services, and virtually all companies view service as critical to retaining their customers today and in the future. This edition focuses on knowledge needed to implement service strategies for competitive advantage across industries. In addition to standard marketing topics (such as pricing), this text introduces students to entirely new topics that include management and measurement of service quality, service recovery, the linking of customer measurement to performance measurement, service blueprinting, customer cocreation, and cross-functional treatment of issues through integration of marketing with disciplines such as operations and human resources. Each of these topics represents pivotal content for tomorrow's businesses as they attempt to build strong relationships with their customers.
Services Marketing and Management
by Audrey GilmoreServices Marketing and Management provides an in-depth consideration of how services are conceptualized, designed and managed, creating the basis for a clear understanding of the multi-dimensional aspects of services. Unlike many textbooks on services marketing this book puts services management and delivery in context. Firstly, it explores the effect of organizational structures, management styles, internal marketing and management competencies on service management decision making and implementation. Secondly, Services Marketing and Management considers detailed examples of not-for-profit and for-profit service organizations and service delivery. Finally, this text addresses contemporary issues for services managers and speculates on some of the challenges for the future of services marketing. This textbook is designed for postgraduate and MBA students of services management and services marketing courses as well as undergraduates.
Services Marketing Cases in Emerging Markets
by Sanjit Kumar Roy Dilip S. Mutum Bang NguyenThis casebook provides students and academics in business management and marketing with a collection of case studies on services marketing and service operations in emerging economies. It explores current issues and practices in Asia, across different areas, countries, commercial and non-commercial sectors. This book is important and timely in providing a framework for instructors, researchers, and students to understand the service dynamics occurring in these countries. It serves as an invaluable resource for marketing and business management students requiring insights into the operationalization of services across different geographical areas in Asia. Students will find it interesting to compare and contrast different markets covering important aspects related to services.
Services Marketing: An Interactive Approach
by Raymond P. Fisk Stephen J. Grove Joby JohnServices Marketing: An Interactive Perspective, fourth edition, focuses on the interactive nature of service experiences. Services are special kinds of experiences that occur when service organizations and their customers interact face-to-face or at long distances. This book explores the interactive aspects of services that create customer experiences.
Services Marketing Issues in Emerging Economies
by Atanu AdhikariThis book would enable students, academics and practitioners to develop a thorough understanding on how to address service marketing issues and problems in a variety of settings in emerging economies. This book would also give them the background necessary to think through different elements of service marketing in emerging markets by comparing and contrasting with developed economies. This book will describe the component of service marketing, including service mix, service development, consumer behavior, customer assessment, service communication, role of electronic channel and channel management, service chain, pricing and similar topics. Chapters of the book will focus on creating, communicating and delivering customer value to emerging market consumers through several service marketing strategies, processes and programs in the context of markets dynamics, consumer diversity, and competitors. By way of illustrating various actual business situations, this book will help students, academics and practitioners to build necessary skills to take service marketing decisions in emerging economies. This book would be relevant for students of postgraduate programs of full time MBA, post graduate diploma in management, and executive post graduate programs and doctoral programs to develop a critical understanding of the business scenarios and service marketing strategies in emerging economies.
Services Marketing Management
by Peter Mudie Angela PirrieServices Marketing Management builds on the success of the previous editions, formally entitled 'The Management and Marketing of Services', to provide an easily digestible approach to the service industry with a specific focus on the management and marketing elements.This new edition has been thoroughly revamped to include pedagogical features such as exercises and mini cases throughout the text to consolidate learning and make it more student friendly. New content has been incorporated to bring the subject matter thoroughly up to date, for example featuring more on the Internet, the inclusion of material on call centres in respect of service delivery and service encounter; additional material on customer relationship management (CRM); consideration of frontline employees and internal marketing; and a discussion of revenue management issues in managing demand and capacity.Particularly suitable for students on marketing, business and hospitality courses who require a good grounding in the principles of services marketing, the practical implications are shown clearly and effectively demonstrate how the principles are applied in the real world.A web based lecturer resource accompanies the text.
Services of General Economic Interest in EU Competition Law: Striking a Balance Between Non-economic Values and Market Competition (Legal Issues of Services of General Interest)
by Lei ZhuThis book provides a comprehensive examination of the interaction between Services of General Economic Interest (SGEI) and EU competition law, covering in particular Article 106 of the Treaty on the Functioning of the European Union (TFEU) and state aid rules. It also takes the telecommunications, postal service and transport sectors as case studies, taking into account the technological, economic and political backgrounds to these sectors.The area of SGEI has undergone fundamental developments over the past three decades and the most recent changes in the Lisbon Treaty, recognizing SGEI as a shared value and granting explicit competence to the EU, mark its constitutional significance. The key issue is how to balance economic values underlying competitive markets and non-economic public service values such as universal access to essential services. The essence of the question is the relationship between the market and the state. This controversial issue is addressed through a critical analysis of a number of landmark EU Court judgments and Commission decisions over the decades.Offering a clear appreciation of the evolution of the EU regulatory framework on SGEI that lays out the limits and boundaries within which the Member States define, organize and fund SGEI, the book is particularly aimed at academics with a research interest in the interaction between public services and EU competition law, but as it also demonstrates clearly how the application of EU competition law has transformed the public utilities sectors, it will be of interest to law makers, legal professionals and policy makers as well.Dr. Lei Zhu is a Research Associate at the Institute of International Law at Wuhan University in Wuhan, China. He studied at the Institute for Competition & Procurement Studies of the Bangor University Law School in Wales, United Kingdom, where he obtained his PhD in law in 2015.
Services of General Interest Beyond the Single Market
by Markus KrajewskiThis is the first book ever to assess comprehensively the impact of EU international agreements on services of general interest. Services of general interest remain high on the political and legal agenda of the European Union. However, the debates about the impact of EU law on services of general interest usually focus on internal market law such as the free movement of services, competition law, state aid rules and the law of public procurement. The external and international dimensions of the European legal framework for services of general interest are often overlooked. This book addresses the impact of international trade and investment agreements on public services and the role these services play in EU external relations. It shows that the inherent tension between establishing and securing undistorted competition on markets and the logic of public services exists in international economic law in a similar way as in EU internal law. Given the contentiousness of international trade and investment agreements as well as the EU's external policies, the issues discussed in this volume are timely and relevant and contribute to the ongoing debate about the future of services of general interest in the EU with fresh ideas and perspectives. Markus Krajewski is Professor of Public and International Law at the University of Erlangen-Nuremberg, Germany.
Services Offshoring and its Impact on the Labor Market
by Deborah WinklerServices - from information technology to research to finance - are now as subject to international trade as goods have been for decades. What are the labor market consequences of the recent surge in services offshoring? While offshoring has traditionally been found to affect only less-skilled workers in industrialized countries, this study finds that services offshoring also has negative consequences for high-skilled workers. Focusing on the case of Germany, Deborah Winkler shows how services offshoring has grown, who is most affected and what policy makers can do. Winkler measures the impact of services offshoring on German productivity, employment, and employment structure. She provides a well-balanced synthesis of theoretical insights, detailed empirical analysis, and economic policy recommendations. Although her main focus is on the case of Germany, many insights are also applicable to other developed countries.
Services Trade and Development: The Experience of Zambia
by Aaditya Mattoo Lucy PaytonSome see trade in services as irrelevant to the development agenda for least developed countries (LDCs). Others see few benefits from past market openings by LDCs. This book debunks both views. It finds that serious imperfections in Zambia's reform of services trade deprived the country of significant benefits and diminished faith in liberalization. What is to be done? Move aggressively and consistently to eliminate barriers to entry and competition. Develop and enforce regulations to deal with market failures. And implement proactive policies to widen the access of firms, farms, and consumers to services of all kinds. These lessons from Zambia are applicable to all LDCs. In all this, international agreements can help. But to succeed, LDCs mustcommit to open markets and their trading partners must provide assistance for complementary reforms. Zambia, which leads the LDC group at the World Trade Organization, can show the way.
Servicio al cliente en un nuevo mundo
by Gabriel Vallejo LopezCómo generar experiencias memorables en sectores estratégicos de la economía El 25 de marzo de 2020 se dio la orden de iniciar el confinamiento en todo Colombia. Toda nuestra vida cambió de manera dramática e intempestiva. Incertidumbre. Prohibiciones. Restricciones. Escasez. Parálisis. La pandemia mundial fue un escenario de adaptación y aprendizaje que me permitió reflexionar sobre los cambios que estaban operando en el día a día de hombres y mujeres en el mundo y las nuevas realidades que aterrizarían como resultado del fenómeno. ¿Y los clientes?, ¿y el servicio?, ¿y esa pasión por vivir en pro de los demás?, ¿y las empresas y sus proveedores?, ¿y la multinacional?, ¿y el pequeño negocio de la esquina?, ¿y la famiempresa de la que dependen todos sus miembros? Esas fueron algunas de las inquietudes que nacieron como consecuencia de tan drástica pero necesaria determinación. "Una serena y juiciosa inmersión me llevó a examinar cómo se afectarían los hábitos de los clientes durante y después del confinamiento; cuáles serían pasajeros y cuáles llegarían para quedarse. Fruto de este ejercicio de análisis surgió este libro. En un largo y profundo recorrido de investigación, entrevistas y cifras, nos sumergimos en los ocho sectores clave y estratégicos de la sociedad: infraestructura, banca y seguros, comercio, hotelería y turismo, restaurantes, salud, transporte y logística. Esta obra presenta, de manera concreta, cuáles fueron las estrategias de las empresas de diversos sectores para enfrentarse a una situación para la cual no estábamos preparados, y, de manera particular, veremos cómo esta coyuntura generó nuevas dinámicas de servicio al cliente".- Gabriel Vallejo López
Servicio con pasión: 7 casos exitosos de servicio al cliente en América Latina
by Gabriel Vallejo Lopez Fernando Sánchez ParedesAnálisis de algunos de los casos más importantes de servicio al cliente en América Latina El servicio es fundamental para asegurar la fidelidad de los clientes. Sin embargo, este razonamiento no parece favorecer la experiencia de los usuarios, que a diario deben enfrentarse con situaciones donde la amabilidad, el respeto y la celeridad no sobresalen. ¿Por qué es tan difícil prestar un buen servicio? En este libro los autores destacan las estrategias en servicio al cliente que han llevado a cabo 7 compañías en América Latina y revelan los secretos de por qué se convirtieron en referentes de buen servicio en el mundo. El restaurante Andrés Carne de Res, el Helm Bank y la cadena de Almacenes La 14, en Colombia; la cadena de hamburguesas peruana Bembos; la distribuidora de combustibles de Chile, Copec; 123Seguro, de Argentina, y el hotel Rosewood San Miguel de Allende, en México, son las empresas exaltadas, gracias a que sus servicios se enfocaron en los clientes y no en la búsqueda desenfrenada de utilidades.
Serving a Wired World: London's Telecommunications Workers and the Making of an Information Capital (Berkeley Series in British Studies #17)
by Katie Hindmarch-WatsonIn the public imagination, Silicon Valley embodies the newest of the new—the cutting edge, the forefront of our social networks and our globally interconnected lives. But the pressures exerted on many of today’s communications tech workers mirror those of a much earlier generation of laborers in a very different space: the London workforce that helped launch and shape the massive telecommunications systems operating at the turn of the twentieth century. As the Victorian age ended, affluent Britons came to rely on information exchanged along telegraph and telephone wires for seamless communication: an efficient and impersonal mode of sharing thoughts, demands, and desires. This embrace of seemingly unmediated communication obscured the labor involved in the smooth operation of the network, much as our reliance on social media and app interfaces does today.Serving a Wired World is a history of information service work embedded in the daily maintenance of liberal Britain and the status quo in the early years of the twentieth century. As Katie Hindmarch-Watson shows, the administrators and engineers who crafted these telecommunications systems created networks according to conventional gender perceptions and social hierarchies, modeling the operation of the networks on the dynamic between master and servant. Despite attempts to render telegraphists and telephone operators invisible, these workers were quite aware of their crucial role in modern life, and they posed creative challenges to their marginalized status—from organizing labor strikes to participating in deviant sexual exchanges. In unexpected ways, these workers turned a flatly neutral telecommunications network into a revolutionary one, challenging the status quo in ways familiar today.