englischExcellent service does not just happen by itself. Best-in-class companies worldwide use concepts that have established themselves under the label “service excellence.” The edited volume “Market Leader Through Service Excellence – World-Class Approaches to Managing Excellent Services” is [...]

englischExcellent service does not just happen by itself. All over the world, best-in-class companies use concepts which have become established under the label of ‘service excellence’. The edited volume ‘Successful Paths to Service Excellence—Learning the 1 x 1 of Excellent Services from Service [...]

englischHardly any other sector has seen as many drastic changes as the banking industry. Above all, strong declines in earnings due to persistently low interest rates, high cost levels as well as continuously increasing competition intensity have called this business model into question. Thus, [...]

englischThe employment and work of the future is taking place in service provider systems, which are a result of the digital revolution. Nevertheless, politics, science and research have insufficiently considered the consequences of the digital revolution for the organisation of work in the field of [...]

englischThe service industry is one of the most important economic sectors for value creation and employment in Germany. This sector is as diverse as it is complex and ranges from personal services to service systems in manufacturing industries or in the energy, mobility and healthcare sectors. [...]

englischIn times of massive competition, companies have to rely on retaining their customers sustainably. Optimising service quality by establishing internal customer–supplier relationships represents an operations concept with which to achieve this goal. This book analyses ways of influencing [...]

englischThe edited volume focuses on the use of the currently very popular concept of service design (thinking) and shows how innovative services and outstanding customer experiences can be planned and implemented using best practices from science, business and consulting. The focus is on the [...]

englischThe proceedings of the Fifth Excellence in Service Conference with the title „Customer Loyalty Through Cost-efficient Service Excellence” provide managerial solutions on how to simultaneously handle the supposed conflicting priorities of service excellence and cost efficiency. Because of [...]