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Year of publication
Subject
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Dienstleistungsmanagement 1,546 Service management 1,519 Dienstleistung 323 Dienstleistungsqualität 255 Service quality 253 Deutschland 252 Germany 248 Dienstleistungssektor 241 Theorie 233 Theory 232 Service industry 226 Beziehungsmarketing 220 Relationship marketing 218 Management 191 Services 147 Dienstleistungsmarketing 116 Services marketing 116 Kundenzufriedenheit 109 Customer satisfaction 107 Prozessmanagement 100 Business process management 93 USA 89 United States 88 Kundenintegration 84 Bundling strategy 83 Leistungsbündel 83 Hotel industry 82 Hotellerie 82 Customer integration 81 Customer service 81 Dienstleistungsbetrieb 81 Kundenservice 81 Qualitätsmanagement 75 Quality management 68 Consumer behaviour 66 Konsumentenverhalten 66 Krankenhaus 65 Strategisches Management 63 Hospital 62 Innovation 62
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Online availability
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Undetermined 280 Free 78
Type of publication
All
Article 879 Book / Working Paper 629 Journal 38
Type of publication (narrower categories)
All
Article in journal 500 Aufsatz in Zeitschrift 500 Aufsatz im Buch 379 Book section 379 Collection of articles of several authors 155 Sammelwerk 155 Hochschulschrift 148 Thesis 123 Aufsatzsammlung 89 Lehrbuch 87 Textbook 80 Graue Literatur 77 Non-commercial literature 77 Case study 59 Fallstudie 59 Working Paper 45 Arbeitspapier 43 Bibliografie enthalten 40 Bibliography included 40 Handbook 35 Handbuch 35 Konferenzschrift 31 Conference proceedings 22 Forschungsbericht 9 Bibliografie 7 Conference paper 6 Festschrift 6 Konferenzbeitrag 6 Glossar enthalten 5 Glossary included 5 Guidebook 5 Ratgeber 5 Collection of articles written by one author 4 Reprint 4 Sammlung 4 Fallstudiensammlung 3 Amtsdruckschrift 2 Einführung 2 Government document 2 CD-ROM, DVD 1
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Language
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English 849 German 696 French 5 Italian 2 Polish 2 Swedish 2 Multiple languages 1 Dutch 1 Russian 1 Ukrainian 1
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Author
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Bruhn, Manfred 60 Hadwich, Karsten 32 Corsten, Hans 19 Haller, Sabine 12 Roth, Stefan 12 Stauss, Bernd 12 Woratschek, Herbert 11 Fließ, Sabine 10 Burr, Wolfgang 9 Gössinger, Ralf 9 Pepels, Werner 9 Spath, Dieter 8 Edvardsson, Bo 7 Gebauer, Heiko 7 Johnston, Robert 7 Bieger, Thomas 6 Cater-Steel, Aileen 6 Fitzsimmons, James A. 6 Gardini, Marco A. 6 Angelis, Jannis 5 Clark, Graham 5 Fitzsimmons, Mona J. 5 Freiling, Jörg 5 Ganz, Walter 5 Grönroos, Christian 5 Harvey, Jean 5 Hänssler, Karl Heinz 5 Jääskeläinen, Aki 5 Laihonen, Harri 5 Lingnau, Volker 5 Parry, Glenn 5 Svensson, Göran 5 Aflaki, Sam 4 Baglieri, Enzo 4 Benkenstein, Martin 4 Bryson, John R. 4 Bullinger, Hans-Jörg 4 Chase, Richard B. 4 Fisk, Raymond P. 4 Gleich, Ronald 4
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Institution
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Springer Fachmedien Wiesbaden 16 Universität Kaiserslautern / Lehrstuhl für Produktionswirtschaft 5 Springer-Verlag GmbH 4 IGI Global 3 Springer Gabler <Firma> 3 Verlag Franz Vahlen 3 Books on Demand GmbH <Norderstedt> 2 De Gruyter Oldenbourg 2 Deutschland / Bundesministerium für Bildung und Forschung 2 Duncker & Humblot 2 Technische Universität Kaiserslautern / Lehrstuhl für Unternehmensrechnung und Controlling 2 Universität Ulm 2 Verlag Dr. Kovač 2 Österreich / Bundesministerium für Verkehr, Innovation und Technologie 2 Association of European Chambers of Commerce and Industry 1 Berliner Wissenschafts-Verlag 1 Brandenburgische Technische Universität Cottbus-Senftenberg 1 Capgemini S.A., Paris 1 Center for Economic Research <Tilburg> 1 Center for Urban & Real Estate Management <Zürich> 1 Deutsches Institut für Normung 1 Deutschland / Bundesministerium für Bildung, Wissenschaft und Forschung 1 Dienstleistungskolloquium <1, 2003, Kaiserslautern> 1 Dienstleistungskolloquium <10, 2010, Stuttgart-Hohenheim> 1 Dienstleistungskolloquium <2, 2004, Kaiserslautern> 1 Dienstleistungskolloquium <3, 2005, Kaiserslautern> 1 Dienstleistungskolloquium <4, 2005, Kaiserslautern> 1 Dienstleistungskolloquium <5, 2006, Kaiserslautern> 1 Dienstleistungstagung <6, 2006, Berlin> 1 Dienstleistungstagung <8, 2010, Berlin> 1 Dpunkt.Verlag <Heidelberg> 1 Duale Hochschule Baden-Württemberg Stuttgart 1 Erich-Gutenberg-Arbeitsgemeinschaft Köln 1 Fachhochschulbibliothek Münster 1 ICServ <5., 2017, Wien> 1 IESS <1., 2010, Genf> 1 IESS <3., 2012, Genf> 1 IESS <4, 2013, Porto> 1 IESS <5., 2014, Genf> 1 Institut für Management und Tourismus 1
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Published in...
All
SpringerLink / Bücher 37 Journal of service management 30 International journal of hospitality management 28 Forum Dienstleistungsmanagement 26 Journal of service research : JSR 16 Springer eBook Collection 15 International journal of contemporary hospitality management 14 Global cases on hospitality industry 13 International journal of services and operations management 13 The journal of services marketing 13 Competition in higher education branding and marketing : national and global perspectives 12 Service Value als Werttreiber : Konzepte, Messung und Steuerung 12 Tourism management : research, policies, practice 12 Managing service quality : MSQ ; an international journal 11 International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA 10 International journal of quality and service sciences 10 Springer eBook Collection / Business and Economics 10 The Sage handbook of hospitality management 10 Gabler Edition Wissenschaft 9 International journal of information systems in the service sector : IJISSS ; an official publication of the Information Resources Management Association 9 Journal of retailing and consumer services 9 Lehrbuch 9 Wissenschaft & Praxis 9 International journal of services technology and management 8 Research 8 Service science, management and engineering : education for the 21st Century 8 Services marketing quarterly 8 Controlling von Dienstleistungen : [die wichtigsten Instrumente und Kennzahlen ; Praxisbeispiele aus unterschiedlichen Branchen ; eigenständige und produktbegleitende Dienstleistungen im Vergleich] 7 Journal of business research : JBR 7 Kundenintegration : Forum Dienstleistungsmanagement 7 Schriften zum Produktionsmanagement 7 Gabler Edition Wissenschaft / Focus Dienstleistungsmarketing 6 Handbook of service science ; [Vol. 1] 6 Handbuch Hospitality Management : Managementkonzepte, Wettbewerbskontext, Unternehmenspraxis 6 Harvard business review : HBR 6 Industrial marketing management : the international journal for industrial and high-tech firms 6 Journal of hospitality marketing & management 6 Krankenhausmanagement : Strategien, Konzepte, Methoden 6 Schriftenreihe innovatives Dienstleistungsmanagement 6 Cornell hospitality quarterly : CQ 5
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Source
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ECONIS (ZBW) 1,527 OLC EcoSci 10 USB Cologne (business full texts) 4 EconStor 3 ArchiDok 2
Showing 1 - 50 of 1,546
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Forty years of the Service Industries Journal : a bibliometric review
Viglia, Giampaolo; Kumar, Satish; Pandey, Nitesh; … - In: The service industries journal 42 (2022) 1/2, pp. 1-20
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The service encounter in higher education institutions : a systematic literature review
Msosa, Steven Kayambazinthu - In: Baltic Journal of Economic Studies 7 (2021) 3, pp. 20-28
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Public service logic : an appropriate recipe for improving serviceness in the public sector?
Sønderskov, Mette; Rønning, Rolf - In: Administrative Sciences : open access journal 11 (2021) 3, pp. 1-15
Researchers have made efforts to combine service management theory with public administration theory to develop an enhanced model of public service logic and help the public sector to develop services through co-creation with service users. This study considered the appropriateness of public...
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Sources staff as a factor of service innovation in the modern hotel industry : analysis of selected issues
Szostak, Daniel - In: European research studies 24 (2021) 4B, pp. 87-94
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Challenges in re-designing operations and jobs to embody AI and robotics in services : findings from a case in the hospitality industry
Mingotto, Erica; Montaguti, Federica; Tamma, Michele - In: Electronic markets : EM ; the international journal of … 31 (2021) 3, pp. 493-510
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DESERV IT : a method for devolving service tasks in IT services
Baer, Florian; Sandkuhl, Kurt; Leyer, Michael; Lantow, … - In: Business & information systems engineering 63 (2021) 4, pp. 419-439
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Achieving service recovery through service innovation : the critical role of employee empowerment
Masadeh, Mousa A. - In: Enlightening tourism : ET ; a pathmaking journal 11 (2021) 1, pp. 40-88
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Establish a customer property service strategy framework
Shen, Hsu-Ming; Tu, Kung-Jen; Chiang, Ting-Yi - In: International journal of strategic property management 25 (2021) 3, pp. 204-215
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Knowledge in Servitization Management : A Comparative View
Belal, H. M.; Shirahada, Kunio; Kosaka, Michitaka; Amoo … - 2023
1 Introduction -- Part 1: Theoretical aspect of Knowledge and Servitization -- 2 Knowledge View -- 3 Servitization View -- 4 Knowledge-oriented Servitization Model -- Part 2: Asian Cases in Servitization -- 5 Japanese Cases -- 6 Malaysian Cases -- 7 Summary and Discussions. .
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Service failure research in the hospitality and tourism industry : a synopsis of past, present and future dynamics from 2001 to 2020
Akarsu, Tugra Nazlil; Marvi, Reza; Foroudi, Pantea - In: International journal of contemporary hospitality management 35 (2023) 1, pp. 186-217
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Heuristics in service operations management
Schäfer, Fabian - 2020
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Privacy management in service systems
Hu, Ming; Momot, Ruslan; Wang, Jianfu - 2020
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Crowdsourcing to Manage Service Gaps in Service Networks
Blair, Amanda J. - 2020
Purpose: The purpose of this paper is to illustrate and conceptualize how crowdsourcing can be implemented as a potential means to address gaps in service quality within service networks, and to provide guidance to marketing practitioners on the use of crowdsourcing within service...
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Business Analytics in Service Operations
Baron, Opher - 2020
We demonstrate some of the achievements and potential of business analytics in services. To focus our study, we review recent operations research literature on analytics in healthcare. We suggest the term comparative analytics that focuses on comparing performances of systems under different...
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Service quality measures : systematic literature review and future research directions
Prasad, Ram Komal; Verma, Sanjeev - In: International journal of management practice : IJMP 15 (2022) 1, pp. 9-23
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"Enjoy!" the effects of service blessings on the customer
Schindler, Robert M.; Sen, Sandipan S.; Wiles, Judy A. - In: Services marketing quarterly 43 (2022) 1, pp. 110-128
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Case study of sustainable service design in the hospitality industry
Chen, Yi-An; Chen, Chun Liang - In: Chinese management studies 16 (2022) 1, pp. 162-196
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Service management - focus on customer experience
Danivska, Vitalija; Klungseth, Nora Johanne - In: A handbook of management theories and models for office …, (pp. 205-219). 2022
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Erfolgreiche Wege zur Service Excellence : von Service-Champions das 1 x 1 exzellenter Services erfahren
Gouthier, Matthias (ed.) - 2022 - 1. Auflage
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Service Design Practices for Healthcare Innovation : Paradigms, Principles, Prospects
Pfannstiel, Mario A. (ed.); Brehmer, Nataliia (ed.);  … - 2022
Chapter 1: Service Design within a Multiplicity Logics in Healthcare -- Chapter 2: Service design for hybrid market constellations in healthcare - From VUCA 2 VUCAR -- Chapter 3: Towards a conceptual framework of hybrid strategies in healthcare: Co-alignment of market and non-market activities...
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Understanding organization-customer links in a service setting in Russia
Ashill, Nick; Abuelsamen, Amjad; Gibbs, Tanya; Semaan, … - In: Journal of retailing and consumer services 66 (2022), pp. 1-8
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How well designed is your servicescape?
Nair, K. Unnikrishnan; Kumar, Deepak S.; Purani, Keyoor - In: Marketing intelligence & planning 40 (2022) 3, pp. 388-407
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Service orientation and innovation results : theoretical development based on service-dominant logic
Finoti, Lucas; Bonfim, Leandro Rodrigo Canto; Didonet, … - In: Services marketing quarterly 43 (2022) 4, pp. 389-403
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The evolution of the sustainability mindset in retailing and service management
Luceri, Beatrice; Martinelli, Elisa - In: Managing Sustainability : Perspectives From Retailing …, (pp. 1-8). 2022
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Quality service management : a guide to improving business processes
Maleyeff, John - 2022
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Dysfunctional customer behavior and commitment to service quality
Lee, Kangcheol; Gong, Taeshik - In: Marketing intelligence & planning 40 (2022) 8, pp. 1024-1037
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The impact of the COVID-19 pandemic on restaurant resilience : lessons, generalizations, and ideas for future research
Karniouchina, Kate; Sarangee, Kumar; Theokary, Carol; … - In: Service science 14 (2022) 2, pp. 121-138
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Smart Services : Band 2: Geschäftsmodelle – Erlösmodelle – Kooperationsmodelle
Bruhn, Manfred (ed.); Hadwich, Karsten (ed.) - 2022
In diesem Buch setzen sich profilierte Wissenschaftler und Vertreter der Praxis mit der zunehmenden Digitalisierung von Smart Services auseinander. Smart Services beschreiben datenbasierte, individuell konfigurierbare Leistungsangebote aus Dienstleistungen, digitalen Diensten und Produkten, die...
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Smart Services : Band 1: Konzepte – Methoden – Prozesse
Bruhn, Manfred (ed.); Hadwich, Karsten (ed.) - 2022
In diesem Buch setzen sich profilierte Wissenschaftler und Vertreter der Praxis mit der zunehmenden Digitalisierung von Smart Services auseinander. Smart Services beschreiben datenbasierte, individuell konfigurierbare Leistungsangebote aus Dienstleistungen, digitalen Diensten und Produkten, die...
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How COVID-19 influences the future of service management professions
Lee, Kiwon; Chuang, Ning Kuang; Lee, Seonjeong; … - In: Journal of hospitality and tourism insights 5 (2022) 3, pp. 629-646
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Continuous improvement practice and the stages of service operations competitiveness : a hospital case study
Teixeira, André L.; Alliprandini, Dário H.; Aparecida … - In: International journal of productivity and quality … 37 (2022) 1, pp. 20-35
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Smart Services : Band 3: Kundenperspektive – Mitarbeiterperspektive – Rechtsperspektive
Bruhn, Manfred (ed.); Hadwich, Karsten (ed.) - 2022
In diesem Buch setzen sich profilierte Wissenschaftler und Vertreter der Praxis mit der zunehmenden Digitalisierung von Smart Services auseinander. Smart Services beschreiben datenbasierte, individuell konfigurierbare Leistungsangebote aus Dienstleistungen, digitalen Diensten und Produkten, die...
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Innovation in the sharing economy : a framework and future research agenda
Benoit, Sabine; Wang, Yonggui; Teng, Lefa; Hampson, … - In: Journal of business research : JBR 149 (2022), pp. 207-216
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The TRISEC framework for optimizing conversational agent design across search, experience and credence service contexts
Blazevic, Vera; Sidaoui, Karim - In: Journal of service management 33 (2022) 4/5, pp. 733-746
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Research handbook on services management
Davis, Mark (ed.) - 2022
"This comprehensive Research Handbook reflects the latest research breakthroughs and practices in services management. Addressing services management from a broader strategic perspective, it delves into the key issues of analytics and service robots, and their potential impact. Edited by the...
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The Palgrave Handbook of Service Management
Edvardsson, Bo (ed.); Tronvoll, Bård (ed.) - 2022
Part 1: Perspectives on Service Management -- Chapter 1: Overview of the Book -- Chapter 2: Framing and Defining Service Management -- Chapter 3: Service Management: Evolution, Current Challenges, and Opportunities -- Chapter 4: Service Management – Scope, Challenges, and Future Developments...
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Managing health services : tight integration or loose coupling?
Vähätalo, Mervi; Kallio, Tomi J. - In: Nordic journal of business : NJB 68 (2019) 4, pp. 5-24
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Business model evolution of customer care services
Majava, Jukka; Isoherranen, Ville - In: Journal of industrial engineering and management : JIEM 12 (2019) 1, pp. 1-12
Purpose: Servitization is a rising trend as companies look for new revenue streams. This paper presents a study of customer care business model evolution in the smartphone industry. The paper identifies key changes in the business models during recent years and their implications for companies...
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Optimal structure of experiential services : review and extensions
Roels, Guillaume - 2019
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Wohlbefinden als neue Erfolgsgröße im Dienstleistungsmanagement : eine Analyse von Kunden- und Mitarbeiterwohlbefinden im Dienstleistungskontext
Falter, Mareike - 2019
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An investigation of key success factors for restaurant operations in Saudi Arabia
Gadelrab, Reda; Ekiz, Erdogan - In: Journal of Tourism, Heritage & Services Marketing : JTHSM 5 (2019) 2, pp. 27-35
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Adoption of software as a service (SaaS) in small and medium-sized hotels in Tirana
Kruja, Alba Demneri; Hysa, Xhimi; Duman, Teoman; Tafaj, Ava - In: Enlightening tourism : ET ; a pathmaking journal 9 (2019) 2, pp. 137-167
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The effects of service climate and internal service quality on frontline hotel employees' service-oriented behaviors
Lin, Meizhen; Ling, Qian; Liu, Yanling; Hu, Rong - In: International journal of hospitality management 97 (2021), pp. 1-10
Persistent link: https://ebtypo.dmz1.zbw/10012820015
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Customizing care pathways… yes but how? : contribution of hospitality management to healthcare organizations
Waelli, Mathias; Terrier, Lohyd; Minvielle, Étienne - In: European review of service economics and management (2021) 1/11, pp. 147-157
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Künstliche Intelligenz im Dienstleistungsmanagement : Band 1: Geschäftsmodelle - Serviceinnovationen - Implementierung
Bruhn, Manfred (ed.); Hadwich, Karsten (ed.) - 2021
Künstliche Intelligenz im Dienstleistungsmanagement - Anwendungen, Einsatzbereiche und Herangehensweisen -- Entwicklung von KI-basierten Geschäftsmodellen -- Dienstleistungsinnovationen durch KI -- Implementierung der KI im Dienstleistungskontext -- Branchenspezifische Besonderheiten der KI im...
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Künstliche Intelligenz im Dienstleistungsmanagement : Band 2: Einsatzfelder - Akzeptanz - Kundeninteraktionen
Bruhn, Manfred (ed.); Hadwich, Karsten (ed.) - 2021
Künstliche Intelligenz im Dienstleistungsmanagement – Anwendungen, Einsatzbereiche und Herangehensweisen -- Einsatzfelder der KI im Dienstleistungsmanagement -- Vertrauen und Akzeptanz in KI-basierte Dienstleistungen -- Gestaltung von Kundeninteraktion im KI-Kontext -- Serviceteil.
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Service operations management
Johnston, Robert; Shulver, Michael; Slack, Nigel; … - 2021 - Fifth edition
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Customer Care Management : Fachbuch Dienstleister Management & Outsourcing von Contact Center Dienstleistungen
Lamnek, Uwe - 2021 - 2. Auflage
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Geschäftsmodelle - Serviceinnovationen - Implementierung
Bruhn, Manfred (ed.); Hadwich, Karsten (ed.) - 2021
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Einsatzfelder - Akzeptanz - Kundeninteraktionen
Bruhn, Manfred (ed.); Hadwich, Karsten (ed.) - 2021
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