Unternehmensebenen -- Interne Serviceorientierung zur Schaffung von Wert für den internen Kunden -- Entrepreneurial Service Management … Ergebnisfairness auf den Service-Encounter -- Impact of Front-line Employee Performance on Brand Perception – a Case from AUDI AG … Brand Behavior ein Branded Service Behavior? – Der Versuch einer Zusammenführung -- Transformationale Führung und sozialer …

Service-to-Business Markets — Foundations and First Empirical Results -- “What sounds beautiful is good?” How employee vocal … attractiveness affects customer’s evaluation of the voice-to-voice service encounter -- Innovationen durch BPO-Dienstleister im …

In response to the economic impact of the service sector, services science must be established as an academic …, service-oriented education, and service-related collaborations. All the contributions in this book stem from the presentations …The service sector has dominated advanced economies for years. In many countries, it accounts for more than 70% of …