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. [...]