Jahrgang 2 (2018), Heft 1

Employees who have customer contact play a crucial role in the success of service organizations. Therefore, leadership of customer contact employees is a core element of service management. In direct customer contact, employees have to act on at...

Providing socially beneficial services to people living close to the poverty line is an exceptionally complex task, due to limited disposable income for such services and little knowledge to understand the actual service benefits. In addition,...

Industrial manufacturers increasingly aim to differentiate their portfolio by offering services. In order to manage the development process of new industrial services, certain intangible requirements are necessary. Previous studies, however, do not...

New technologies such as blockchain are predicted to enable new service offers and ways to conduct service operations. While the technological possibilities have been explored intensively, the adoption rate among many service companies is still slow...