Advances in services innovations : with 106 figures and 11 tables / Dieter Spath, Klaus-Peter Fähnrich (editions.).

Includes bibliographical references and indexes.

Service engineering : state of the art and future trends / Klaus-Peter Fahnrich, Thomas Meiren -- The Palm/Erlang-A queue, with applications to call centers / Avishai Mandelbaum, Sergey Zeltyn -- The design and development of industrial service work / Holger Luczak, Christian Gill, Bernhard Sander -- An engineering tool for the conceptual design of service systems / Reuven Karni, Maya Kaner -- Integrated development of software and service / Dieter Spath [and others] -- From service management towards service competence / Urs Fueglistaller -- Innovation and learning in services : the involvement of employees / Jon Sundbo -- Managing service networks' success / Heiner Evanschitzky, Dieter Ahlert -- Success factors in new service development and value creation through services / Bo Edvardsson, Anders Gustafsson, Bo Enquist -- Sustainable advantages in service industries / Thorsten Posselt, Pablo Berger -- Satisfaction measurement within the customer relationship life cycle / Bernd Stauss, Matthias Gouthier, Wolfgang Seiderl -- Strengthening the services sector : needs for action and research / Walter Ganz -- Standardization int he service sector for global markets / Inka Morschel [and others] -- Research and development for a sustainable services sector / Veronika Pahl -- FUture research and needs for action / Klaus Peter Fahnrich, Romy Elze.