Advances in Services Innovations

I.Service Engineering

1. Service Engineering: State of the Art and Future Trends
Klaus-Peter Fähnrich, Thomas Meiren

2. Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers
Avishai Mandelbaum, Sergey Zeltyn

3. Architecture for Service Engineering — The Design and Development of Industrial Service Work
Holger Luczak, Christian Gill, Bernhard Sander

4. An engineering tool for the conceptual design of service systems
Reuven Karni, Maya Kaner

5. Integrated Development of Software and Service — The Challenges of IT-Enabled Service Products
Dieter Spath, Christian Husen, Kyrill Meyer, Romy Elze

II.Service Management

6. From Service Management towards Service Competence An Entrepreneurial Approach
Urs Fueglistaller

7. Innovation and Learning in Services - The Involvement of Employees
Jon Sundbo

8. Managing Service Networks’ Success
Heiner Evanschitzky, Dieter Ahlert

9. Success Factors in New Service Development and Value Creation through Services
Bo Edvardsson, Anders Gustafsson, Bo Enquist

III.Service Marketing

10. Sustainable Advantages in Service Industries How Can Early Entrants Outperform Latecomers in Service Markets?
Thorsten Posselt, Pablo Berger

11. Satisfaction Measurement within the Customer Relationship Life Cycle
Bernd Stauss, Matthias Gouthier, Wolfgang Seidel

IV.Sustainable Service Research

12. Strengthening the Services Sector — Needs for Action and Research
Walter Ganz

13. Standardisation in the Service Sector for Global Markets
Inka Mörschel, Hermann Behrens, Klaus-Peter Fähnrich, Romy Elze

14. Research and Development for a Sustainable Services Sector
Veronika Pahl

15. Future research topics and calls for action
Klaus Peter Fähnrich, Romy Elze

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Keywords: TECHNOLOGY & ENGINEERING / General TEC000000