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Ausgewählte Literatur zum Themengebiet Dienstleistungen 4.0

Besonders einschlägige und einflussreiche Veröffentlichungen aus dem Bereich Dienstleistungen 4.0 Stelle ausgewählt, die ihrerseits Hinweise auf

weiterführende Quellen geben. Eine vollständige Bibliographie kann hier nicht erfolgen. Die Zuordnung zu den einzelnen Themenbereichen ist nicht immer überschneidungsfrei.

1. Dienstleistungsbasierte Geschäftsmodelle 4.0

Baines, T.S./Lightfoot, H.W./Evans, S./Neely, A./Greenough, R./Peppard, J./Roy, R./ Shehab, E./Braganza, A./Tiwari, A./Alcock, J.R./Angus, J.P./Bastl, M./Cousens, A./ Irving, P./Johnson, M./Kingston, J./Lockett, H./Martinez, V./Michele, P./Tranfield, D./Walton, I.M./Wilson, H. (2007): State-of-the-art in product-service systems, in: Journal of Engineering Manufacture, Vol. 221, No. 10, S. 1543-1552.

Belanger, F./Crossler, R.E. (2011): Privacy in the digital age A review of information privacy research in information systems, in: MIS Quarterly, Vol. 35, No. 4, S. 1017-1041.

Bettencourt, L.A./Ostrom, A.L./Brown, S.W./Roundtree, R.I. (2002): Client Co-Production in Knowledge-Intensive Business Services, in: California Management Review, Vol. 44, No. 4, S. 100-128.

Choudary, S.P./Van Alstyne, M.W./Parker, G.G. (2016): Platform Revolution How Networked Markets Are Transforming the Economy, New York.

den Hertog, P./van der Aa, W./de Jong M. W. (2010): Capabilities for managing service innovation towards a conceptual framework, in: Journal of Service Management, Vol. 21, No. 4, S. 490-514.

Evans, P.C./Gawer, A. (2016): The Rise of the Platform Enterprise A Global Survey, New York.

Kastalli, I.V./van Looy, B. (2013): Servitization Disentangling the impact of service business model innovation on manufacturing firm performance, in: Journal of Opera-tions Management, Vol. 31, No. 4, S. 169-180.

Lemon, K.N./Verhoef, P.C. (2016): Understanding Customer Experience Throughout the Customer Journey, in: Journal of Marketing (im Druck).

Mathieu, V. (2001): Service strategies within the manufacturing sector benefits, costs and partnership, in: International Journal of Service Industry Management, Vol. 12, No. 5, S. 451-475.

Neely, A. (2009): Exploring the financial consequences of the servitization of manufac-turing, in: Operations Management Research, Vol. 1, No. 2, S. 103-118.

© Springer Fachmedien Wiesbaden GmbH 2017M. Bruhn und K. Hadwich (Hrsg.), Dienstleistungen 4.0,DOI 10.1007/978-3-658-17552-8

550

Osterwalder, A./Pigneur, Y./Bernarda, G./Smith, A. (2015): Value Proposition Design: How to Create Products and Services Customers Want, Hoboken.

Stähler, P. (2002): Geschäftsmodelle in der digitalen Ökonomie Merkmale, Strategien und Auswirkungen, St. Gallen.

Vargo, S.L./Lusch, R.F. (2008): From goods to service(s) Divergences and conver-gences of logics, in: Industrial Marketing Management, Vol. 37, No. 3, S. 254-259.

2. Wertschöpfung durch Dienstleistungen 4.0

Afuah, A./Tucci, C.L. (2012): Crowdsourcing As a Solution to Distant Search, in: Acad-emy of Management Review, Vol. 37, No. 3, S. 355-375.

Amit, R./Zott, C. (2001): Value Creation in E-Business, in: Strategic Management Jour-nal, Vol. 22, No. 6/7, S. 493-520.

Amit, R./Zott, C. (2015): Crafting Business Architecture the Antecedents of Business Model Design, in: Strategic Entrepreneurship Journal, Vol. 9, No. 4, S. 331-350.

Anderson, E.W./Fornell, C./Rust, R.T. (1997): Customer Satisfaction, Productivity, and Profitability Differences Between Goods and Services, in: Marketing Science, Vol. 16, No. 2, S. 129-145.

Baldwin, C. (2008): Where do transactions come from? Modularity, transactions, and the boundaries of firms, in: Industrial and Corporate Change, Vol. 17, No. 1, S. 155-195.

Bardhi, F./Eckhardt, G.M. (2012): Access-based consumption The case of car sharing, in: Journal of Consumer Research, Vol. 39, No. 4, S. 881-898.

Barger, P.B./Grandey, A.A. (2006): Service with a Smile and Encounter Satisfaction Emotional Contagion and Appraisal Mechanisms, in: The Academy of Management Journal, Vol. 49, No. 6, S. 1229-1238.

Barrett, M./Davidson, E./Prabhu, J./Vargo S.L. (2015): Service Innovation in the Digital Age: Key Contributions and Future Directions, in: MIS Quarterly, Vol. 39, No. 1, S. 135-154.

Barsade, S.G. (2002): The Ripple Effect Emotional Contagion and Its Influence on Group Behavior, in: Administrative Science Quarterly, Vol. 47, No. 4, S. 644-675.

Bartel, C.A./Saavedra, R. (2000): The Collective Construction of Work Group Moods, in: Administrative Science Quarterly, Vol. 45, No. 2, S. 197-231.

Belk, R. (2014): You are what you can access Sharing and collaborative consumption online, in: Journal of Business Research, Vol. 67, No. 8, S. 1595-1600.

Belleflamme, P./Lambert, T./Schwienbacher, A. (2014): Crowdfunding Tapping the right crowd, in: Journal of Business Venturing, Vol. 29, No. 5, S. 585-609.

Bray, J./Johns, N./Kilburn, D. (2011): An Exploratory Study into the Factors Impeding Ethical Consumption, in: Journal of Business Ethics, Vol. 98, No. 4, S. 597-608.

Dienstleistungen 4.0 551

Cheng, M. (2016): Sharing economy A review and agenda for future research, in: In-ternational Journal of Hospitality Management, Vol. 57, S. 60-70.

Chesbrough, H. (2003): Open Innovation The New Imperative for Creating and Profit-ing from Technology, Boston.

Cohen, B./Kietzmann, J. (2014): Ride on! Mobility business models for the sharing economy, in: Organization & Environment, Vol. 27, No. 3, S. 279-296.

Cohen, M./Sundararajan, A. (2015): Self-Regulation and Innovation in the Peer-to-Peer Sharing Economy, in: University of Chicago Law Review Dialogue, Vol. 82, S. 116-133.

Dyer, J.H./Singh, H. (1998): The Relational View Cooperative Strategy and Sources of Interorganizational Competitive Advantage, in: The Academy of Management Re-view, Vol. 23, No. 4, pp. 660-679.

Estellés-Arolas, E./González-Ladrón-de-Guevara, F. (2012): Towards an integrated crowdsourcing definition, in: Journal of Information Science, Vol. 38, No. 2, S. 189-200.

Feldman, R. (2013): Techniques and Applications for Sentiment Analysis, in: Commu-nications of the ACM, Vol. 56, No. 4, S. 82-89.

Franke, N./Shah, S. (2003): How communities support innovative activities an explo-ration of assistance and sharing among end-users, in: Research Policy, Vol. 32, No. 1, S. 157-178.

Gandini, A. (2015): The rise of coworking spaces A literature review, in: ephemera: theory & politics in organization, Vol. 15, No. 1, S. 193-205.

Hamari, J./Sjöklint, M./Ukkonen, A. (2015): The sharing economy Why people partic-ipate in collaborative consumption, in: Journal of the Association for Information Science and Technology, Vol. 67, No. 9, S. 2047-2059.

Governance in collaborative consumption communities, in: Journal of Business Re-search, Vol. 69, No. 8, S. 2756-2763.

Hennig-Thurau, T./Groth, M./Paul, M./Gremler, D.D. (2006): Are all Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relation-ships, in: Journal of Marketing, Vol. 70, No. 3, S. 58-73.

Howe, J. (2006): The Rise of Crowdsourcing, in: Wired Magazine, Vol. 14, No. 6, S. 1-4.

Lee, J./Bagheri, B./Kao, H.-A. (2015): A Cyber-Physical Systems architecture for Indus-try 4.0-based manufacturing systems, in: Manufacturing Letters, Vol. 3, S. 18-23.

Liu, B. (2012): Sentiment Analysis and Opinion Mining, in: Synthesis Lectures on Hu-man Language Technologies, Vol. 5, No. 1, S. 1-167.

Lusch, R.F./Nambisan, S. (2015): Service Innovation A Service-Dominant Logic Per-spective, in: MIS Quarterly, Vol. 39, No. 1, S. 155-175.

552

Mairesse, F./Walker, M.A./Mehl, M.R./Moore, R.K. (2007): Using Linguistic Cues for the Automatic Recognition of Personality in Conversation and Text, in: Journal of Artificial Intelligence Research, Vol. 30, No. 1, S. 457-500.

Martin, C.J. (2016): The sharing economy A pathway to sustainability or a nightmarish form of neoliberal capitalism?, in: Ecological Economics, Vol. 121, S. 149-159.

McAdams, D.P./Pals, J.L. (2006): A New Big Five Fundamental Principles for an In-tegrative Science of Personality, in: American Psychologist, Vol. 61, No. 3, S. 204-217.

McGee, J.E./Peterson, M./Mueller, S.L./Sequeira, J.M. (2009): Entrepreneurial selfefficacy Refining the measure, in: Entrepreneurship theory and Practice, Vol. 33, No. 4, S. 965-988.

McKinsey (Hrsg.) (2013): Disruptive technologies: advances that will transform life, business, and the global economy, http://www.mckinsey.com/business-functions/business-technology/our-insights/disruptive-technologies (Zugriff am 17.08.2016).

McPherson, M./Smith-Lovin, L./Cook, J.M. (2001): Birds of a Feather Homophily in Social Networks, in: Annual Review of Sociology, Vol. 27, No. 1, S. 415-444.

Moehlmann, M. (2015): Collaborative consumption Determinants of satisfaction and the likelihood of using a sharing economy option again, in: Journal of Consumer Be-haviour, Vol. 14, No. 3, S. 193-207.

Nerdinger, F.W. (2011): Psychologie der Dienstleistung, Göttingen.

The Automatic Transfer of Mood Between Persons, in: Journal of Personality and Social Psychology, Vol. 79, No. 2, S. 211-223.

Oskam, J./Boswijk, A. (2016): Airbnb: the future of networked hospitality businesses, in: Journal of Tourism Futures, Vol. 2, No. 1, S. 22-42.

Pennebaker, J.W./Mehl, M.R./Niederhoffer, K.G. (2003): Psychological Aspects of Natural Language Use Our Words, Our Selves, in: Annual Review of Psychology, Vol. 54, No. 1, S. 547-577.

Poetz, M.K./Schreier, M. (2012): The Value of Crowdsourcing Can Users Really Compete with Professionals in Generating New Product Ideas?, in: Journal of Prod-uct Innovation Management, Vol. 29, No. 2, S. 245-256.

Prassl, J./Risak, M. (2016): Uber, Taskrabbit, & Co: Platforms as Employers? Rethink-ing the Legal Analysis of Crowdwork, in: Comparative Labor Law & Policy Journal (Im Druck).

Pugh, S.D. (2001): Service with a Smile Emotional Contagion in the Service Encounter, in: The Academy of Management Journal, Vol. 44, No. 5, S. 1018-1027.

Reichheld, F.F./Schefter, P. (2000): E-Loyality: Your Secret Weapon on the Web, in: Harvard Business Review, Vol. 78, No. 4, S. 105-113.

Dienstleistungen 4.0 553

Roth, A.V./Menor, L.J. (2003): Insights into service operations management A re-search agenda, in: Production and Operations Management, Vol. 12, No. 2, S. 145-164.

Russom, P. (2011): Big Data Analytics, TDWI Best Practices Report, Fourth Quarter.

Scherer, K.R. (2003): Vocal Communication of Emotion A Review of Research Paradigms, in: Speech Communication, Vol. 40, No. 1/2, S. 227-256.

Schor, J.B./Fitzmaurice, C.J. (2015): Collaborating and connecting the emergence of the sharing economy, in: Handbook of research on sustainable consumption, S. 410-425.

Shane, S. (2004): A General Theory of Entrepreneurship: The Individual-opportunity Nexus, Cheltenham/Northampton.

Silver, D./Huang, A./Maddison, C.J./Guezl, A./Sifrel, L./van den Driesschel, G./Schrittwieser, J./Antonoglou, J./Panneershelvam, V./Lanctot, M./Dieleman, S./Grewe, D./Nham, J./Kalchbrenner, N./Sutskever, I./Lillicrap, T./Leach, M./Kavukcuoglu1, K./Graepel, T./Hassabis, D. (2016): Mastering the Game of Go with Deep Neural Networks and Tree Search, in: Nature, Vol. 529, No. 7587 S. 484-489.

Stettner, U./Lavie, D. (2014): Ambidexterity under scrutiny Exploration and exploita-tion via internal organization, alliances, and acquisitions, in: Strategic Management Journal, Vol. 35, No. 13, S. 1903-1929.

Taboada, M./Brooke, J./Tofiloski, M./Voll, K./Stede, M. (2011): Lexicon-Based Methods for Sentiment Analysis, in: Computational Linguistics, Vol. 37, No. 2, S. 267-307.

Tausczik, Y.R./Pennebaker, J.W. (2010): The Psychological Meaning of Words LIWC and Computerized Text Analysis Methods, in: Journal of Language and Social Psy-chology, Vol. 29, No. 1, S. 24-54.

Thelwall, M./Buckley, K./Paltoglou, G. (2012): Sentiment Strength Detection for the Social Web, in: Journal of the American Society for Information Science and Technology, Vol. 63, No. 1, S. 163-173.

Volery, T./Mueller, S./von Siemens, B. (2015): Entrepreneur ambidexterity A study of entrepreneur behaviours and competencies in growth-oriented small and medium-sized enterprises, in: International Small Business Journal, Vol. 33, No. 2, S. 109-129.

Waytz, A./Heafner, J./Epley, N. (2014): The Mind in the Machine Anthropomorphism Increases Trust in an Autonomous Vehicle, in: Journal of Experimental Social Psy-chology, Vol. 52, Vol. 1, S. 113-117.

Webb, T.L./Joseph, J./Yardley, L./Michie, S. (2010): Using the Internet to Promote Health Behavior Change: A Systematic Review and Meta-analysis of the Impact of

554

Theoretical Basis, Use of Behavior Change Techniques, and Mode of Delivery on Efficacy, in: Journal of Medical Internet Research, Vol. 12, No. 1, S. 1-18.

Service Implications for Service Researchers and Managers, in: Journal of Services Marketing, Vol. 29, No. 6, S. 442-447.

Zeelenberg, M./Pieters, R. (2004): Beyond Valence in Customer Dissatisfaction A Re-view and New Findings on Behavioral Responses to Regret and Disappointment in Failed Services, in: Journal of Business Research, Vol. 57, No. 4, S. 445-455.

Zervas, G./Proserpio, D./Byers, J. (2015): The rise of the sharing economy Estimating the impact of Airbnb on the hotel industry, in: Boston U. School of Management Re-search Paper, No. 2013-16, S. 1-42.

Zott, C./Amit, R./Massa, L. (2011): The Business Model Recent Developments and Future Research, in: Journal of Management, Vol. 37, No. 4, S. 1019-1042.

3. Transformation zum Dienstleister 4.0

Fitzgerald, M./Kruschwitz, N./Bonnet, D./Welch, M. (2014): Embracing digital technology A new strategic imperative, in: MIT Sloan Management Review, Vol. 55, No. 2, S. 1-12.

Gassmann, O./Frankenberger, K./Csik, M. (2013): Geschäftsmodelle entwickeln 55 innovative Konzepte mit dem St. Galler Business Model Navigator, München.

Gentile, C./Spiller, N./Noci, G. (2007): How to Sustain the Customer Experience: An Overview of Experience Components that Co-Create Value With the Customer, in: European Management Journal, Vol. 25, No. 5, S. 395-410.

Grönroos, C./Voima, P. (2013): Critical service logic making sense of value creation and co-creation, in: Journal of the Academy of Marketing Science, Vol. 41, No. 2, S. 133-150.

Kaufmann, T. (2015): Geschäftsmodelle in Industrie 4.0 und dem Internet der Dinge der Weg vom Anspruch in die Wirklichkeit, Wiesbaden.

Kowalkowski, C./Windahl, C./Kindström, D./Gebauer, H. (2015): What service transi-tion? Rethinking established assumptions about manufacturers' service-led growth strategies, in: Industrial Marketing Management, Vol. 45, No. 1, S. 59-69.

Mont, O.K. (2002): Clarifying the concept of product-service system, in: Journal of Cleaner Production, Vol. 10, No. 3, S. 237-245.

Porter, M.E./Heppelmann, J.E. (2014): How smart, connected products are transforming competition, in: Harvard Business Review, Vol. 92, No. 11, S. 64-88.

Texeira, J./Patricio, L./Nunes, N.J./Nóbrega, L./Fisk, R.P./Constantine, L. (2012): Cus-tomer experience modeling: from customer experience to service design, in: Journal of Service Management, Vol. 23, No. 3, S. 362-376.

Dienstleistungen 4.0 555

Yoo, Y./Boland Jr, R.J./Lyytinen, K./Majchrzak, A. (2012): Organizing for innovation in the digitized world, in: Organization Science, Vol. 23, No. 5, S. 1398-1408.

4. Branchenspezifische Perspektiven von Dienstleistungen 4.0

Arnold, P./Kilian, L./Thillosen, A./Zimmer, G. (2015): Handbuch E-Learning Lernen und Lehren mit digitalen Medien, 4. Aufl., Bielefeld.

Baines, T.S./Lightfoot, H.W./Benedettini, O./Kay, J.M. (2009): The servitization of manufacturing A review of literature and reflection on future challenges, in: Jour-nal of Manufacturing Technology Management, Vol. 20, No. 5, S. 547-567.

Barney, J. (2014): Gaining and sustaining Competitive Advantage, 4. Aufl., Harlow.

Corsten, H./Gössinger, R. (2015): Dienstleistungsmanagement, 6. Aufl., München.

Day, G.S. (2011): Closing the marketing capabilities gap, in: Journal of Marketing, Vol. 75, No. 4, S. 183-195.

Dittler, U./Kreidl, C. (2016): Was nun

Wiesbaden, S. 159-172.

Domingo, D./Quandt, T./Heinonen, A./Paulussen, S./Singer, J. B./Vujnovic, M. (2008): Participatory journalism practices in the media and beyond An international com-parative study of initiatives in online newspapers, in: Journalism Practice, Vol. 2, No. 3, S. 326-342.

Echeverri, P./Skalen, P. (2011): Co-Creation and Co-Destruction A Practice-Theory Based Study of Interactive Value Formation, in: Marketing Theory, Vol. 11, No. 3, S. 351-373.

Edvardsson, B./Gustafsson, A./Roos, I. (2005): Service portraits in service research a critical review, in: International Journal of Service Industry Management, Vol. 16, No. 1, pp. 107-121.

Fitzsimmons, J./Fitzsimmons, M. (2008): Service Management Operations, Strategy, Information, Technology, 6th ed. Boston.

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Stichwortverzeichnis

A

Additiv-generative Fertigung 85

After Sales Service 345

Airline 166, 447ff.

Applikation(en)/App(s) 10f., 47ff., 77ff., 101ff., 167f., 188ff., 283ff., 312f., 351, 387ff., 416ff., 447f., 472ff., 490, 528ff.

As a Service 73ff., 122, 163ff.

Augmented Reality 81, 118ff.

B

Banking Services 468ff.

Beratungsleistungen 37, 283, 414ff.

Beteiligung 36, 62, 488, 504

Big Data 12ff., 73ff., 139, 173ff., 213, 278ff., 337ff., 439

Business

- Analytics 24

- Model(s) 243ff., 449ff., 467ff.

- Model Canvas 86, 94ff., 123ff.

- Process Model Notation 374

Business-to-Business 33ff., 73ff., 97, 135, 335, 390ff.

C

Canvas 97ff.

Co-Evolution 77

Co-Kreation 50ff., 337ff., 392, 485f., 505ff.

Co-Kreations-Kompetenz 36, 510ff.

Consulting 37, 255, 319f., 413ff.

Controlling 34f., 395

Coworking-Space 27, 187ff.

Customer Journey 48ff., 539

Customer Value 9ff., 51

D

Data Scientist 401

Datenanalyse(n) 17, 84, 100ff., 344ff.

- funktion 489

- verfahren 86

Dienstleistungen 4.0 6ff., 213

Dienstleistung(s)-

- entwicklung 135, 317ff., 372

- flexibilisierung 37, 481

- innovationen 27, 93, 117, 271, 287ff.

© Springer Fachmedien Wiesbaden GmbH 2017M. Bruhn und K. Hadwich (Hrsg.), Dienstleistungen 4.0,DOI 10.1007/978-3-658-17552-8

558 Stichwortverzeichnis

- management 7ff., 504ff.

- orientierung 116ff., 144, 302, 313

- ökosysteme 43, 54

- sektor 43, 337, 505

- Wissensintensive 133ff., 227, 414

Digital Signage 540f.

Digitale/s

- Dienstleistungen 5ff., 94, 128, 165ff., 194, 269, 293, 301, 337, 392ff.

- Disruption 163

- Kundenerwartungen 523

- Ökosysteme 77, 79

- Plattform 51ff., 71ff., 101ff., 161ff., 398, 481ff.

- Services 392ff.

- Transformation 8ff., 45ff., 78, 84, 93, 337, 344, 411ff., 534

Digital-in-Store Services 36, 536f.

Digitalisierung 5ff., 43ff., 73ff., 93, 115ff., 135ff., 163ff., 187ff., 213, 269ff., 301, 313, 317, 337, 344, 367, 381ff., 413ff., 483ff., 497ff., 523ff.

Digitization 46, 241ff., 292

Disruptiv 12ff., 49f., 54, 71ff., 115, 180, 338, 358, 370, 372, 413, 523ff.

Dokumentenanalyse 381ff.

E

E-Books 392f.

Ecosystem 49ff., 74ff., 94ff., 169ff., 179ff., 317, 342, 365

E-Health-Plattformen 79, 85

E-Health-Verfahren 86

E-Mail 48, 50, 105, 108, 117, 178, 217ff., 274, 323, 476

Emotional-Contagion-Konzept 211ff.

Emotionen 211ff.

Emotionsübertragung 216ff.

Engagement 143, 151, 399, 451

Erfolgsfaktoren 12ff., 53, 74, 133ff., 389

Erlebnis 24ff., 83, 169, 507ff., 538

- Einkaufs- 537

- Konsum- 507

- Kunden- 83, 327f.

- Multi-Channel- 536

- orientierung 536f.

- Präferenz- 506

- raum 400, 537

- Service- 24, 536

- Shopping- 169

E-Service 10ff., 392, 431

F

Financial Services 260, 470ff.

FinTech 52, 82, 260

Fitness tracker 37, 447ff.

Funktionaler Wert 508

G

Geschäftsmodell(e) 5ff., 43ff.,

- dienstleistungsbasierte(n) 7, 26, 135ff.

- Implementierung von 153

Stichwortverzeichnis 559

Gestaltungsparameter 322ff.

Grenzkosten 30, 287

H

Healthcare 35f., 164, 261, 448

Hochschulmarketing 499ff.

Hybride Leistungsbündel 302, 338, 485

Hybride Produkte 23, 485

I

IHIP characteristics 467ff.

Industrie 4.0 6ff., 45, 73, 83ff., 93f., 115ff., 163, 189f., 278, 293, 301ff., 317, 344, 363ff., 483ff.

Industrielle Dienstleistungen 483

Initiative 25, 55ff., 84, 175, 190, 337, 365

Innovations-

- ökosystem 71ff.

- plattform 78f.

Insurance 82, 255, 257, 445ff.

Interaktions-

- kompetenz 509ff.

- qualität 13, 425

Interaktivität 417ff., 537

Integrationsplattformen 79

Internet of Things 10ff., 163, 243, 317, 485

Internet der Dinge 5, 14, 83, 87, 115, 278, 301, 313, 344, 365, 367

K

Kontext 7ff., 93ff., 119, 129, 133, 139f., 166ff., 188ff.

Kontextsensivität 488f.

Kunden-

- integration 281, 395, 403, 484ff.

- Mitarbeiter-Interaktion 24, 211ff.

- service 31ff., 53

- zufriedenheit 6, 139ff., 216ff., 322ff., 352ff.

L

Location-based Services 399, 528ff.

Logistik 59, 81ff., 104ff., 115, 140ff., 168, 275f., 301ff., 363ff., 490

Lösungsanbieter 51, 116f., 303, 366, 485

Loyalty program 445ff.

M

Marktstrategien 384ff.

Mass Customization 80, 282ff., 392ff., 469

Mobile

- Plattforms 538

- Payment 468, 538

Multikriterielle Bewertung 127

N

Net Promoter Score 473

Netzwerkeffekte 76ff., 171

No-Line-Orientierung 523ff.

560 Stichwortverzeichnis

O

Offline 4.0 523ff.

Ökosystem 49ff., 74ff., 94ff., 169ff., 179ff., 317, 342, 365

Online Communities 282

Organisation 185ff., 312

Organisationsdesign 55ff.

P

Peripherie 77ff.

Personalisierung 286, 341

Persönlichkeit 211ff.

Platform/Plattform 51ff., 101ff., 161ff., 187ff., 243ff., 312f., 338ff., 384ff., 447, 472ff., 481ff., 500ff.

- ökonomie 71ff.

- kern 76ff.

Point-of-Decision 531f.

Potenziale 84ff., 116ff., 185ff., 269ff., 330, 347ff., 411ff., 497ff.

Predictive Analytics 53, 261

Produkthersteller 133ff.

Produktion 76, 115ff., 138ff., 168, 282, 305, 337ff., 363ff.

Produkt-Service-Systeme 315ff., 366

Professional Services 411ff., 469ff.

Q

Qualitative Forschung/Studie 140

Quantified Self 445ff.

S

Service

- concept(s)/konzept(e) 272, 315ff., 465ff., 485

- Design 273f., 318ff.

- Dominant Logic 50f., 243ff., 341ff., 386, 505f.

- Ecosystem/Ökosystem 161ff., 241ff., 339ff.

- Encounter 271ff., 505

- Engineering 315ff., 338, 486

- entwicklung 317ff.

- Experience 315ff.

- Innovation 280, 315ff.

- Matrix 468 ff.

- modularisierung 488ff.

- Provider 228, 469ff.

- platform/Plattform 94, 250ff., 280ff., 481ff.

- Transition 241ff., 381ff.

Self-Service 103, 247ff., 291, 415, 477ff., 484ff.

Self-tracking 445ff.

Servitization 136, 243, 283, 369, 381ff., 485

Sharing Economy 54, 185ff.

Similarity-Attraction-Effekt 211ff.

Smartphone 47, 77ff., 120, 168ff., 527ff.

Smart Service/s 94f., 165ff., 337ff., 487f.

- als Innovationstreiber 337f.

Stichwortverzeichnis 561

- Canvas 91ff.

- Design/Entwicklung von 164, 339ff.

- DNA 339f.

- Funktionen 340f.

- im Business-to-Business Sektor 335ff.

- System 352ff.

- Treibereffekte 343f.

Smarte Produkte 176ff.

Softwareplattformen 71ff.

Soziale Netzwerke 287, 529ff.

Spannungsfelder 47, 185ff.

Sprachanalyse 211ff.

Sprachanalysetechnologien 211ff.

Start-up 87, 187ff., 534

stationärer Handel 523ff.

Strategien in der Medienbranche 385f.

Strategisches Marketing 43ff.

Strukturmuster 269ff.

T

Technischer Kundendienst 485ff.

Technologie/Technology 269ff., 299ff., 354ff., 363ff., 448, 472ff., 484ff.

Touchpoints 358

Tracking-in-Store 539

Transaktionsplattform 78

U

Unternehmensberatung 411ff.

Usability-in-Store 539ff.

V

Value

- Co-Creation 249

- Proposition 46ff., 255

- Proposition Canvas 96ff.

Verarbeitendes Gewerbe 113ff.

Vorgehensmodell 321

W

Wearable technology 445ff.

Web-to-Store Services 533ff.

Wertangebote 51, 96ff., 506ff.

Wertkette 275

Wertschöpfung(s)- 52ff, 76ff., 99ff., 269ff., 335ff., 485ff., 504ff.

- aktivitäten 275

- systeme 116, 196, 309ff.

Werttreiber 269ff., 356

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Mehr wissen – weiter kommenManfred Bruhn / Karsten Hadwich (Hrsg.)ServicetransformationForum Dienstleistungsmanagement2016. X, 830 S. mit 141 Abb. Geb. ISBN 978-3-658-11096-3

Manfred Bruhn / Karsten Hadwich (Hrsg.)Service Value als WerttreiberForum Dienstleistungsmanagement2014. X, 510 S. mit 106 Abb. Geb. ISBN 978-3-658-02139-9

Manfred Bruhn / Karsten Hadwich (Hrsg.)Customer ExperienceForum Dienstleistungsmanagement2012. X, 512 S. mit 111 Abb.Geb. ISBN 978-3-8349-4000-1

Manfred Bruhn / Karsten Hadwich (Hrsg.)Interaktive Wertschöpfung durch DienstleistungenForum Dienstleistungs management2015. X, 745 S. mit 117 Abb. Geb. ISBN 978-3-658-08517-9

Manfred Bruhn / Karsten Hadwich (Hrsg.)Dienstleistungs- management und Social MediaForum Dienstleistungsmanagement2013. X, 627 S. mit 147 Abb. Geb. ISBN 978-3-658-01247-2

Manfred Bruhn / Karsten Hadwich (Hrsg.)Dienstleistungs- produktivitätBand 1: Management, Prozessgestaltung, Kundenperspektive.Forum Dienstleistungsmanagement2011. X, 507 S. mit 137 Abb.Geb. ISBN 978-3-8349-2805-4

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€ (D) sind gebundene Ladenpreise in Deutschland und enthalten 7 % MwSt. € (A) sind gebundene Ladenpreise in Österreich und enthalten 10 % MwSt. Die mit * gekennzeichneten Preise sind unverbindliche Preisempfehlungen und enthalten die landesübliche MwSt. Preisänderungen und Irrtümer vorbehalten.

Mehr wissen – weiter kommenManfred Bruhn / Karsten Hadwich (Hrsg.)Dienstleistungs- produktivitätBand 2: Innovations entwicklung, Internationalität, Mitarbeiterperspektive.Forum Dienstleistungsmanagement2011. X, 484 S. mit 87 Abb.Geb. ISBN 978-3-8349-2801-6

Manfred Bruhn / Bernd Stauss (Hrsg.)KundenintegrationForum Dienstleistungsmanagement2009. XII, 569 S. mit 66 Abb. Geb. ISBN 978-3-8349-1027-1

Manfred Bruhn / Bernd Stauss (Hrsg.)Wertschöpfungsprozesse bei DienstleistungenForum Dienstleistungsmanagement2007. XII, 473 S. mit 98 Abb.Geb. ISBN 978-3-8349-4413-9

Manfred Bruhn / Bernd Stauss (Hrsg.)Serviceorientierung im UnternehmenForum Dienstleistungsmanagement2010. XII, 551 S. mit 97 Abb. Geb. ISBN 978-3-8349-1773-7

Manfred Bruhn / Bernd Stauss (Hrsg.)DienstleistungsmarkenForum Dienstleistungsmanagement2008. XII, 486 S. mit 88 Abb. Geb. ISBN 978-3-8349-0609-0

Manfred Bruhn / Bernd Stauss (Hrsg.)DienstleistungscontrollingForum Dienstleistungsmanagement2006. XII, 508 S. mit 108 Abb. Geb. ISBN 978-3-409-14315-8

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