Die Bedeutung der Interaktion und das Problem der Koordination im Dienstleistungsprozess Interaktionsökonomische Schema der Verhaltenssteuerung Die dyadische Anbieter-Nachfrager-Interaktion im Dienstleistungsprozess Die Koordinationsinstrumente und deren Einsatzmöglichkeiten bei der...

Purpose – Four characteristics have been regularly applied to services: intangibility, heterogeneity, inseparability, perishability (IHIP). More and more exceptions occur which have resulted in substantial criticism. This paper aims to show that each characteristic is valid and useful when...

Purpose – The purpose of this paper is to propose a service development process that is adapted to manufacturing companies and to discuss its implications for companies with a traditional focus on product development and product sales. Design/methodology/approach – The paper looks at new...

Purpose – The purpose of this paper is to offer a critical analysis of the literature of solutions offerings; to provide a new conceptual framework, incorporating dimensions that can distinguish between different kinds of solutions and connect their different characteristics....

Purpose – The purpose of this paper is to examine the risks for manufacturing companies of extending their traditional goods offerings by the addition of different kinds of services. Design/methodology/approach – The study develops a conceptual framework of nine propositions (and...