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Taking the Pulse of Economic Development - Service Trends
von: Walter Ganz, Dieter Spath
Carl Hanser Fachbuchverlag, 2011
ISBN: 9783446428317 , 162 Seiten
Format: PDF, OL
Kopierschutz: DRM
Preis: 27,99 EUR
Introduction
10
Taking the Pulse of Economic Development – Service Trends
10
Contours of New Value Creation – Impulses from Services Research
11
Service Trends – Impulses for a Research Agenda
14
A Glance at Potentiality Spaces
17
PART I Focus Management – Design of Research and Development for New Services
22
1 »R&D Management for Services«
24
1.1 Competitive Differentiation by Innovative Services
24
1.2 Structures and Processes for Service Research and Development
26
1.3 Results of the Expert Survey
28
1.4 Conclusion
31
2 »Customer Integration in New Service Development: Experiences from Sweden«
34
2.1 Introduction
34
2.2 Why listen and learn from customers?
35
2.3 It pays to listen and learn from the customer!
38
2.4 Customers have good ideas!
39
2.5 Methods to listen and learn from the customer
40
2.6 Future service companies listen and learn from customers
41
2.7 Discussion and conclusion
42
PART II Focus Test – Visualise the Invisible Part of Services
44
3 »Service Modelling and Simulation«
46
3.1 Introduction
46
3.2 Models for Services
47
3.3 Modelling of Services
48
3.4 Simulation of Services
49
3.5 Conclusion
51
4 »Service System Modelling«
54
4.1 Introduction
54
4.2 Fundamentals of Service Modelling
55
4.3 Overview of the Four Modelling Areas
57
4.4 Component Model
59
4.5 Resource Model
61
4.6 Product Model
63
4.7 Process Model
64
4.8 Application and Outlook
65
PART III Focus Man – Management of Talents, Skills and Competencies for Service Innovation
70
5 »Humans at the Heart of Service Innovation. Challenges for Human Resource Management«
72
5.1 Introduction
72
5.2 Service Innovation and HRM as Objects of Study
73
5.3 Challenges for HRM – What Do the Experts Say?
75
5.4 Trends and Development in HRM
79
6 »From Strategic to Integrated Human Resource Management for Service Innovation«
84
6.1 Introduction
84
6.2 Human Resource Management as an Object of Study for Service Innovation
85
6.3 Characteristics of Integrated HRM Decisions for Service Innovation
87
6.4 Requirements for Integrated HRM to Encourage Service Innovations
89
6.5 Implementation of an Integrated HRM for Service Innovation
92
6.6 Summary and Implications for Further Research
94
PART IV Focus Technology – Innovation by Interaction of Technology and Service
98
7 About the Interaction of »Technological and Service Innovation«
100
7.1 Introduction
100
7.2 Technological and Service Innovation – A Neglected Relationship in Services Research?
100
7.3 Challenges – What Do the Experts Say?
103
7.4 Integration of Technological and Service Innovations – Trends and Developments
108
8 »Innovation by Interaction of Technologies and Services«
112
8.1 Cloud Computing
113
8.2 Internet of Services
115
8.3 Business Models
116
8.4 Integrated Service Engineering
117
PART V Focus Future of Value Creation – From Value-in-exchange to Value-in-use
120
9 »Hybrid Products/Services – Contours of a New Paradigm«
122
9.1 Introduction
122
9.2 From the Hybrid Product to Hybrid Value Creation
122
9.3 Hybrid Value Creation – What Do Experts Say?
126
9.4 Trends and Developments in the Area of Hybrid Products/Services
129
10 »Alternative Logics for Service(s): From Hybrid Systems to Service Ecosystems«
132
10.1 Introduction
132
10.2 Goods-dominant logic
133
10.3 Service-dominant logic
135
10.4 Value networks and service ecosystems as venues for value co-creation
138
10.5 Advantages of the S-D logic, service ecosystem perspective
140
10.6 Conclusion
141
PART VI Outlook
146
11 Service Trends – Future Perspectives
148
11.1 Service Trends as a Strategic Perspective of New Value Creation
148
11.2 New Thinking with Services
153
Biographical Notes about the MARS Experts and Guest Authors
156
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