Search Results - subject_exact:"Dienstleistungsmanagement"

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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

Persistent link: https://ebtypo.dmz1.zbw/10013167398

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

Persistent link: https://ebtypo.dmz1.zbw/10012615963

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...

Persistent link: https://ebtypo.dmz1.zbw/10012603845

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

Persistent link: https://ebtypo.dmz1.zbw/10012806132

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

Persistent link: https://ebtypo.dmz1.zbw/10012666402

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

Persistent link: https://ebtypo.dmz1.zbw/10012599819

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

Persistent link: https://ebtypo.dmz1.zbw/10012583799

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

Persistent link: https://ebtypo.dmz1.zbw/10013415331

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. .

Persistent link: https://ebtypo.dmz1.zbw/10013504645

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

Persistent link: https://ebtypo.dmz1.zbw/10013546041

Heuristics in service operations management

Schäfer, Fabian - 2020

Persistent link: https://ebtypo.dmz1.zbw/10012307456

Privacy management in service systems

Hu, Ming; Momot, Ruslan; Wang, Jianfu - 2020

Persistent link: https://ebtypo.dmz1.zbw/10012312561

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...

Persistent link: https://ebtypo.dmz1.zbw/10012846331

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...

Persistent link: https://ebtypo.dmz1.zbw/10012825645

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

Persistent link: https://ebtypo.dmz1.zbw/10012800117

"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

Persistent link: https://ebtypo.dmz1.zbw/10012801859

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

Persistent link: https://ebtypo.dmz1.zbw/10012886173

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

Persistent link: https://ebtypo.dmz1.zbw/10012888057

Erfolgreiche Wege zur Service Excellence : von Service-Champions das 1 x 1 exzellenter Services erfahren

Gouthier, Matthias (ed.) - 2022 - 1. Auflage

Persistent link: https://ebtypo.dmz1.zbw/10012666925

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...

Persistent link: https://ebtypo.dmz1.zbw/10012814762

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

Persistent link: https://ebtypo.dmz1.zbw/10013209699

How well designed is your servicescape?

Nair, K. Unnikrishnan; Kumar, Deepak S.; Purani, Keyoor - In: Marketing intelligence & planning 40 (2022) 3, pp. 388-407

Persistent link: https://ebtypo.dmz1.zbw/10013172970

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

Persistent link: https://ebtypo.dmz1.zbw/10013416987

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

Persistent link: https://ebtypo.dmz1.zbw/10013417619

Quality service management : a guide to improving business processes

Maleyeff, John - 2022

Persistent link: https://ebtypo.dmz1.zbw/10013460453

Dysfunctional customer behavior and commitment to service quality

Lee, Kangcheol; Gong, Taeshik - In: Marketing intelligence & planning 40 (2022) 8, pp. 1024-1037

Persistent link: https://ebtypo.dmz1.zbw/10013393638

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

Persistent link: https://ebtypo.dmz1.zbw/10013352805

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...

Persistent link: https://ebtypo.dmz1.zbw/10013270866

Smart Services : Band 1: Konzepte – Methoden – Prozesse

Bruhn, Manfred (ed.); Hadwich, Karsten (ed.) - 2022

Persistent link: https://ebtypo.dmz1.zbw/10013270868

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

Persistent link: https://ebtypo.dmz1.zbw/10013272812

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

Persistent link: https://ebtypo.dmz1.zbw/10013448922

Smart Services : Band 3: Kundenperspektive – Mitarbeiterperspektive – Rechtsperspektive

Bruhn, Manfred (ed.); Hadwich, Karsten (ed.) - 2022

Persistent link: https://ebtypo.dmz1.zbw/10013275875

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

Persistent link: https://ebtypo.dmz1.zbw/10013325588

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

Persistent link: https://ebtypo.dmz1.zbw/10013325755

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...

Persistent link: https://ebtypo.dmz1.zbw/10013400346

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...

Persistent link: https://ebtypo.dmz1.zbw/10013203497

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

Persistent link: https://ebtypo.dmz1.zbw/10012305123

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...

Persistent link: https://ebtypo.dmz1.zbw/10012002374

Optimal structure of experiential services : review and extensions

Roels, Guillaume - 2019

Persistent link: https://ebtypo.dmz1.zbw/10012063126

Wohlbefinden als neue Erfolgsgröße im Dienstleistungsmanagement : eine Analyse von Kunden- und Mitarbeiterwohlbefinden im Dienstleistungskontext

Falter, Mareike - 2019

Persistent link: https://ebtypo.dmz1.zbw/10012063857

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

Persistent link: https://ebtypo.dmz1.zbw/10012159021

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

Persistent link: https://ebtypo.dmz1.zbw/10012214925

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

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

Persistent link: https://ebtypo.dmz1.zbw/10012879034

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...

Persistent link: https://ebtypo.dmz1.zbw/10012585280

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.