By Dieter Spath, Klaus-Peter Fähnrich
The publication files the cutting-edge in prone technology. It combines contributions in provider Engineering, provider administration and repair advertising and is helping to strengthen a roadmap for destiny R and D actions in those fields. The e-book is written for researchers in engineering and management.
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Extra info for Advances in Services Innovations
25. 26. 27. 28. 29. Avishai Mandelbaum, Sergey Zeltyn Borst S, Mandelbaum A, Reiman M, Zeltyn S (2004) Dimensioning call centers with abandonment, in preparation Brown LD, Gans N, Mandelbaum A, Sakov A, Shen H, Zeltyn S, Zhao L (2002) Statistical analysis of a telephone call center: A queueing science perspective. html Cleveland B, Mayben J (1997) Call Center Management on Fast Forward. Call Center Press, Annapolis Erlang AK (1948) On the rational determination of the number of circuits. Erlang.
Amt für amtliche Veröffentlichungen der Europäischen Gemeinschaften, Luxemburg Kano N, Seraku N, Takahashi F, Tsuji S (1984) Attractive Quality and Must-Be Quality. Hinshitsu, (April), pp 39-48 Liestmann V, Kuster J (2002, June) Applying a Platform Approach to Redesign Industrial Services. Paper presented at the Quis8 – Quality in Service: Victoria, Canada, Crossing Borders The Design and Development of Industrial Service Work 63 Liestmann V, Meiren T (2002) Service Engineering in der Praxis. Kurzstudie zu Dienstleistungsentwicklung in deutschen Unternehmen.
According to Barney (1991) this is the case if the resources are rare, valuable and can neither be imitated nor substituted. A Value Chain Analysis helps to gather this input data (Sontow 2000). Result of this analysis with respect to the Barney criteria is a catalogue of sustainable and superior core capabilities and underlying resources. For gathering customer problems internal and external information sources can serve as input. e. sales or after-sales services usually have a huge amount of information about customer problems and customer needs.
Advances in Services Innovations by Dieter Spath, Klaus-Peter Fähnrich