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The book documents the state-of-the-art in Services Science. It combines contributions in Service Engineering, Service Management and Service Marketing and helps to develop a roadmap for future R and D activities in these fields. The book is written for researchers in engineering and management.
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Dieter Spath · Klaus-Peter Fähnrich (Eds.) Advances in Services Innovations Dieter Spath · Klaus-Peter Fähnrich (Eds.) Advances in Services Innovations With 106 figures and 11 tables 123 Professor Dr.-Ing. Dieter Spath IAT Institut für Arbeitswissenschaft und Technologiemanagement Universität Stuttgart Nobelstraße 12 70569 Stuttgart Professor Dr.-Ing. habil. Dipl.-Math. Klaus-Peter Fähnrich IfI Institut für Informatik Universität Leipzig Augustusplatz 10–11 04109 Leipzig Library of Congress Control Number: 2006934195 ISBN-10 3-540-29858-4 Springer Berlin Heidelberg New York ISBN-13 978-3-540-29858-8 Springer Berlin Heidelberg New York This work is subject to copyright. All rights are reserved, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilm or in any other way, and storage in data banks. Duplication of this publication or parts thereof is permitted only under the provisions of the German Copyright Law of September 9, 1965, in its current version, and permission for use must always be obtained from Springer. Violations are liable for prosecution under the German Copyright Law. Springer is a part of Springer Science+Business Media springer.com © Springer-Verlag Berlin Heidelberg 2007 The use of general descriptive names, registered names, trademarks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. Typesetting by the authors using a Springer TEX macro package Production by LE-TEX Jelonek, Schmidt & Vöckler GbR, Leipzig Cover design by deblik Berlin SPIN 11573623 7/3100YL - 5 4 3 2 1 0 Printed on acid-free paper Preface Developing innovative services and launching them successfully in international markets – these are major challenges for enterprises and national economies which aim to benefit from the opportunities of the service sector by achieving more growth and employment. Those enterprises and sites which succeed in creating “a special service experience” by offering outstanding service solutions and by excellent performance in service delivery to the customer will be successful in competition. Nevertheless, it is exactly the current discussion about innovation, particularly in Germany, which reveals that we do not primarily suffer from a lack of good ideas but rather that the translation of new findings and ideas into new services, products and processes must be substantially improved. All in all, it is obviously very urgent to increase innovative ability and to accelerate the speed of innovation. Progress on this path can be accelerated if science and research increasingly face up to the challenges of how to improve innovative power in the service sector. In my opinion, service innovations address very different fields of innovation such as, for example, linking not only new technologies and services, performance and process innovations, but also market-related innovations, for example, for the establishment of new distribution channels. On the one hand, distinct improvements have occurred in the past few years with regard to the willingness to also invest in research and development in the domain of services in order to meet these challenges and, on the other hand, the boundaries of the research disciplines are more and more often transcended for an interdisciplinary and