Ahlert, D., Prof. Dr. Marketing Centrum Münster (MCM), Lehrstuhl für Distribution & Handel Am Stadtgraben 13-15, Münster Germany

Größe: px

Ab Seite anzeigen:

Download "Ahlert, D., Prof. Dr. Marketing Centrum Münster (MCM), Lehrstuhl für Distribution & Handel Am Stadtgraben 13-15, Münster Germany"

Harry Meinhardt
vor 7 Jahren
Abrufe

1 Index of Authors Ahlert, D., Prof. Dr. Marketing Centrum Münster (MCM), Lehrstuhl für Distribution & Handel Am Stadtgraben 13-15, Münster Behrens, H., Dipl.-Ing. DIN Deutsches Institut für Normung e.v Berlin Berger, P., Dr. A.U.B. AKTIENGESELLSCHAFT UMSETZUNG + BERATUNG, Kurfürstendamm 96, Berlin Bullinger, H.-J., Prof. Dr.-Ing. habil. Prof. e.h. Dr. h.c. mult. Edvardsson, B., Prof. Service Research Center, Department of Business and Economies Karlstad University Karlstad Sweden Elze, R., Dipl.-Kffr. Betriebliche Informationssysteme, Institut für Informatik, Universität Leipzig Augustusplatz 10-11, Leipzig Enquist, B. Service Research Center, Department of Business and Economies Karlstad University Karlstad Sweden

2 308 Index of Authors Evanschitzky, H., Dr. Marketing Centrum Münster (MCM), Lehrstuhl für Distribution & Handel Am Stadtgraben 13-15, Münster Fähnrich, K.-P., Univ.-Prof. Dr. habil. Dipl.-Math. Betriebliche Informationssysteme, Institut für Informatik, Universität Leipzig Augustusplatz 10-11, Leipzig Fueglistaller, U., Prof. Dr. KMU-HSG, Schweizerisches Institut für Klein- und Mittelunternehmen Universität St. Gallen Dufourstrasse 40a, 9000 St. Gallen Switzerland Ganz, W., M.A. Gill, C., Dr. SKF GmbH Gunnar-Wester-Straße 12, Schweinfurt Gouthier, M., Dr. Wirtschaftswissenschaftliche Fakultät Institut Lehrstuhl für Dienstleistungsmanagement Auf der Schanz 49, Ingolstadt Gustafsson, A. Service Research Center, Department of Business and Economies Karlstad University Karlstad Sweden Husen, C. v.

3 Index of Authors 309 Kaner, M. Karni, R., Prof. Luczak, H., Prof. em. Dr.-Ing. Dipl.-Wirt.-Ing. Forschungsinstitut für Rationalisierung e.v. Rheinisch Westfälische Technische Hochschule Aachen Pontdriesch 14/16, Aachen Mandelbaum, A., Prof. Meiren, T. Meyer, K., Dipl.-Inf. Betriebliche Informationssysteme, Institut für Informatik, Universität Leipzig Augustusplatz 10-11, Leipzig Mörschel, I. C., Dipl.-Wirtsch.-Ing. Pahl, V. Bundesministerium für Bildung und Forschung Berlin Hannoversche Straße 28-30, Berlin

4 310 Index of Authors Posselt, T., Prof. Dr. Universität Wuppertal, Lehrstuhl für Betriebswirtschaftslehre, insb. Handel und Service Management, Gaußstraße 20, Wuppertal Sander, B., Dipl.-Ing. Forschungsinstitut für Rationalisierung e.v. Rheinisch Westfälische Technische Hochschule Aachen Pontdriesch 14/16, Aachen Seidel, W., Dipl.-Kfm. servmark - The Customer Evolution Company Untere Hauptstraße 2, Eching bei München Spath, D., Prof. Dr.-Ing. Stauss, B., Prof. Dr. Wirtschaftswissenschaftliche Fakultät Institut Lehrstuhl für Dienstleistungsmanagement Auf der Schanz 49, Ingolstadt Sundbo, J., Prof. PhD Roskilde University, Department of Social Sciences PO Box 260, DK-4000 Roskilde Denmark Zeltyn, S.

5 Index attractive services-sector employment opportunities 291 benchmarking 288 call centers 17 capstone model 70, 72 collaborative development 260 complexity management 63 computer aided engineering for IT enabled services 87, 108 computer aided service engineering 63, 87, 107 computer aided software engineering 87, 106 conceptual design 67, 78 configuration of the components 63 contact centers 18 corporate services 286 customer expectations 213 customer orientation 210 customer relationship life cycle 210, 211 customer relationship management 210 customer satisfaction 210 design 288 developing standards for services 266 development of innovative services 287 development of new services 291 development processes 63 early entrant advantages 193 early entrants 193 european forum on business related services 240 evolutionary economics 137 exemplary growth areas 291 experience economy 152 exportability and internationalization of service 291 globalisation 264 growth sectors 237 hybrid products 63 importance of interaction 241 industrial organization 156, 157 information technology 87, 90 innovation in services 136 innovation research 137 integrated development 87, 99 integrated reporting and controlling concept for product/service quality 224 integration of processes 63 integration of products and services 292 internationalisation of services 254 internationalisation of the service economy 235 IT enabled service 87, 94 IT enabled service product 87, 94 IT-based knowledge services 148 IT-based services 148 knowledge intensive business services 138 knowledge intensive services 288, 291 life cycles of products and services 63 management and organisation of innovation 138 management procedures 287 market orientation of networks 158 new service development 2, 51 normisation 265 organizational integration 63 organizational learning 148 orientation to services 286 outsourcing 231 performance management systems 236 procedure model 87, 102 process models 4, 5 product models 4

6 312 Index product/service satisfaction 214 productivity of services 292 promote co-operation 287 prototyping models 12 quality assessment 244 reduce barriers to innovation 287 relationship management quality 224 relationship management satisfaction 213 resource models 4 resource theory 156 resource-based view 157 satisfaction measurement 217 service blueprinting 58 service competition 171, 175 service conception 53 service design 3, 50 service development 50, 170, 173, 178, 179, 180, 184, 185 service development methods 53 service development process model 53 service development result description model 53 service development tools 53 service engineering 1, 3, 18, 50, 87, 88, 256, 288 service excellence centres 260 service experience 169, 170, 173, 174, 181, 182, 183 service innovation 141, 142, 235, 236 service level agreement 281 service life cycle management 250 service management 235 service markets 194 service networks 156 service planning 52 service processes 50 service productivity 252 service quality 199, 200 service research topics 233 service sector 231 service society 230 service system 67, 69 service system design 67, 77 service system design methodology 67, 78 service system design tool 67, 81 service systems 67, 72 service typologies 67, 83 service-fmea 58 services research 286 significance 2 simulation tools 63 skilled work in the services sector 292 software engineering 90 sources of ideas 127 standardisation 263, 264, 265, 287 standardized evaluation and measurement models 64 standards 244 strategic management 192 strategies for innovation 287 sustainable advantage 194, 200, 204 sustainable services sector 285 taxonomy of innovative organizations 144 technology management 291 The Palm/Erlang-A Queue 17 typologies 7 value creation 169, 171, 184

Ähnliche Dokumente

Klausuren / Exams der Wirtschaftswissenschaftlichen Fakultät für das SS 2016

Klausuren / Exams der Wirtschaftswissenschaftlichen Fakultät für das SS 2016 Stand: 31. Mai 2016 Konzerncontrolling (MW18.2) - PN: 310521 Diese Klausur wird vom Lehrstuhl organisiert. VM Software- und