Spath / Ganz Taking the Pulse of Economic Development

Service Trends
1. Auflage 2011
ISBN: 978-3-446-42831-7
Verlag: Hanser, Carl
Format: PDF
Kopierschutz: Wasserzeichen (»Systemvoraussetzungen)

E-Book, Englisch, 162 Seiten

Excellent service is the key to business success! Identifying trends and opportunities in the modern service economy and providing tips on how to actively shaping the future: This is what the various chapters of this volume set out to do. Find a collection of factual observation, empirical data and expert opinions on trends and perspectives on the future of services that can inspire strategy development and decision making in research, politics and business. The basis is the second international survey of "MARS" (International Monitoring of Activities and Research in Services).Highlights- Linking-up of economics, science and politics - Connecting to international trends- Creating market and opinion leadership

Autoren/Hrsg.

Ganz, Walter

Spath, Dieter

Inhaltsverzeichnis

1;Introduction;10
1.1;Taking the Pulse of Economic Development – Service Trends;10
1.1.1;Contours of New Value Creation – Impulses from Services Research;11
1.1.2;Service Trends – Impulses for a Research Agenda;14
1.1.3;A Glance at Potentiality Spaces;17
2;PART I Focus Management – Design of Research and Development for New Services;22
2.1;1 »R&D Management for Services«;24
2.1.1;1.1 Competitive Differentiation by Innovative Services;24
2.1.2;1.2 Structures and Processes for Service Research and Development;26
2.1.3;1.3 Results of the Expert Survey;28
2.1.4;1.4 Conclusion;31
2.2;2 »Customer Integration in New Service Development: Experiences from Sweden«;34
2.2.1;2.1 Introduction;34
2.2.2;2.2 Why listen and learn from customers?;35
2.2.3;2.3 It pays to listen and learn from the customer!;38
2.2.4;2.4 Customers have good ideas!;39
2.2.5;2.5 Methods to listen and learn from the customer;40
2.2.6;2.6 Future service companies listen and learn from customers;41
2.2.7;2.7 Discussion and conclusion;42
3;PART II Focus Test – Visualise the Invisible Part of Services;44
3.1;3 »Service Modelling and Simulation«;46
3.1.1;3.1 Introduction;46
3.1.2;3.2 Models for Services;47
3.1.3;3.3 Modelling of Services;48
3.1.4;3.4 Simulation of Services;49
3.1.5;3.5 Conclusion;51
3.2;4 »Service System Modelling«;54
3.2.1;4.1 Introduction;54
3.2.2;4.2 Fundamentals of Service Modelling ;55
3.2.3;4.3 Overview of the Four Modelling Areas;57
3.2.4;4.4 Component Model;59
3.2.5;4.5 Resource Model;61
3.2.6;4.6 Product Model;63
3.2.7;4.7 Process Model;64
3.2.8;4.8 Application and Outlook;65
4;PART III Focus Man – Management of Talents, Skills and Competencies for Service Innovation;70
4.1;5 »Humans at the Heart of Service Innovation. Challenges for Human Resource Management«;72
4.1.1;5.1 Introduction;72
4.1.2;5.2 Service Innovation and HRM as Objects of Study;73
4.1.3;5.3 Challenges for HRM – What Do the Experts Say?;75
4.1.4;5.4 Trends and Development in HRM;79
4.2;6 »From Strategic to Integrated Human Resource Management for Service Innovation«;84
4.2.1;6.1 Introduction ;84
4.2.2;6.2 Human Resource Management as an Object of Study for Service Innovation;85
4.2.3;6.3 Characteristics of Integrated HRM Decisions for Service Innovation;87
4.2.4;6.4 Requirements for Integrated HRM to Encourage Service Innovations;89
4.2.5;6.5 Implementation of an Integrated HRM for Service Innovation ;92
4.2.6;6.6 Summary and Implications for Further Research ;94
5;PART IV Focus Technology – Innovation by Interaction of Technology and Service;98
5.1;7 About the Interaction of »Technological and Service Innovation« ;100
5.1.1;7.1 Introduction;100
5.1.2;7.2 Technological and Service Innovation – A Neglected Relationship in Services Research?;100
5.1.3;7.3 Challenges – What Do the Experts Say? ;103
5.1.4;7.4 Integration of Technological and Service Innovations – Trends and Developments;108
5.2;8 »Innovation by Interaction of Technologies and Services«;112
5.2.1;8.1 Cloud Computing;113
5.2.2;8.2 Internet of Services;115
5.2.3;8.3 Business Models;116
5.2.4;8.4 Integrated Service Engineering;117
6;PART V Focus Future of Value Creation – From Value-in-exchange to Value-in-use;120
6.1;9 »Hybrid Products/Services – Contours of a New Paradigm«;122
6.1.1;9.1 Introduction;122
6.1.2;9.2 From the Hybrid Product to Hybrid Value Creation;122
6.1.3;9.3 Hybrid Value Creation – What Do Experts Say?;126
6.1.4;9.4 Trends and Developments in the Area of Hybrid Products/Services;129
6.2;10 »Alternative Logics for Service(s): From Hybrid Systems to Service Ecosystems«;132
6.2.1;10.1 Introduction;132
6.2.2;10.2 Goods-dominant logic;133
6.2.3;10.3 Service-dominant logic;135
6.2.4;10.4 Value networks and service ecosystems as venues for value co-creation;138
6.2.5;10.5 Advantages of the S-D logic, service ecosystem perspective;140
6.2.6;10.6 Conclusion;141
7;PART VI Outlook;146
7.1;11 Service Trends – Future Perspectives;148
7.1.1;11.1 Service Trends as a Strategic Perspective of New Value Creation;148
7.1.2;11.2 New Thinking with Services;153
7.2;Biographical Notes about the MARS Experts and Guest Authors;156

Über Autor(innen)

EditorProfessor Dieter Spath is the head and Walter Ganz the Director of the Fraunhofer Institute IAO, Stuttgart.

EditorProfessor Dieter Spath is the head and Walter Ganz the Director of the Fraunhofer Institute IAO, Stuttgart.