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Matthias Gouthier - Kundenbindung durch kosteneffiziente Service Excellence

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Matthias Gouthier (ed.)

Kundenbindung durch kosteneffiziente Service Excellence

Series: Reihe Dienstleistungsmanagement | Dienstleistungsmarketing

Volume 1 2016

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Markus Franke, Carsten Schulz Smarter Service - Wie smart ist der digitale Kundenservice heute eigentlich? S. 91-106

„… Smarter Service - Wie smart ist der digitale Kundenservice heute eigentlich? Markus Franke, Carsten …” „… kommt, hat nicht mehr oberste Priorität. Smarter Service 93 Digitale Kunden sind sozial Die Kunden …” „… (siehe Abbildung 2). 3. Smarter Service 95 Abb. 2: Customer Journey der Commonwealth Bank Customer …”

Titelei/Inhaltsverzeichnis S. 1-12

„… Digitalisierung unserer Wirtschaft und Entwicklungen wie zum Beispiel Smart Services zeigen dies deutlich. Wollen …” „… Experience Management und Chancen der Digitalisierung 71 Michael Kolbenschlag Smarter Service - Wie smart ist …” „… Nomos Kundenbindung durch kosteneffiziente Service Excellence Strategien – Konzepte …”

Anne-Sophie Tombeil, Jens Neuhüttler, Walter Ganz Dienstleistungsproduktivität und -qualität: eine kritische Würdigung S. 51-68

„… Smart Services gestalten Wird aktuell über die Digitalisierung der deutschen Wirtschaft gesprochen, so …” „… Smart Services Unter dem Begriff „Smart Services“ versteht man datenbasierte, individuell …” „… über integrierte Plattformen organisiert und erbracht werden (Arbeitskreis Smart Service Welt/acatech …”

Matthias Gouthier Kosteneffiziente Service Excellence zur Kundenbindung: Einstieg ins Thema und Überblick S. 13-20

„… Experience Managements im Customer Service auseinander. Der Frage „Smarter Service – Wie smart ist der …” „… Einstieg ins Thema Kosteneffiziente Service Excellence zur Kundenbindung: Einstieg ins Thema und …” „… Überblick Matthias Gouthier Relevanz der kosteneffizienten Service Excellence Unternehmen stehen seit jeher …”

Michael Kolbenschlag Standardisierung und Automatisierung von Kundenserviceprozessen, Customer Experience Management und Chancen der Digitalisierung S. 69-90

„… Kosteneffiziente Service Excellence durch Digitalisierung und Automatisierung Standardisierung und …” „… Customer Service bezeichnet) nicht direkt vergütet und muss aus den Deckungsbeiträgen der Produkt- und …” „… Dienstleistungsumsätze gegenfinanziert werden. Wenn Customer Service nicht unmittelbar erfolgswirksam ist, rückt folglich …”

Dietrich Paulus, Viktor Seib, Johannes Pellenz Service-Roboter S. 107-122

„… Service-Roboter Dietrich Paulus, Viktor Seib, Johannes Pellenz Management Summary Roboter werden in …” „… absehbarer Zukunft Dienstleistungsaufgaben übernehmen. Sie werden als sogenannte Service-Roboter mit Menschen …” „… interagieren und mit ihnen kommunizieren. Im folgenden Artikel wird die Entwicklung der Service …”

doi.org/10.5771/9783845274461

Paul Brandl, Thomas Prinz - Innovationen bei sozialen Dienstleistungen Band 2

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Paul Brandl (ed.), Thomas Prinz (ed.)

Innovationen bei sozialen Dienstleistungen Band 2

Series: Blaue Reihe

Volume 2020

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2.1 Smart Metering zur Umsetzung innovativer häuslicher Monitoring- und Alarmierungssysteme in Technik-Service-Verbünden S. 19-29

„… Beispiele im Zuge der Steuerungs-prozesse 2.1 Smart Metering zur Umsetzung innovativer häuslicher …” „… Monito-ring- und Alarmierungssysteme in Technik-Service-VerbündenMichael Vilain und Matthias HeubergerAls ein …” „… Haushalte in den nächsten Jahren mit intelligenten Stromzählern, sog. Smart Metern, ausgestattet. Dabei muss …”

Titelei/Inhaltsverzeichnis S. 2-12

„… die Intention der Heraus- Smart Metering zur Umsetzung innovativer häuslicher Monitoring- und …” „… bitte an den WALHALLA-E-Book-Service unter 0941 5684-0 oder walhalla@walhalla.de. Weitere Informationen …” „… ............................................... 192.1 Smart Metering zur Umsetzung innovativer häuslicher Monitoring- und Alarmierungssysteme in …”

1. Einleitung S. 13-18

„… Sozialwirtschaft in der DACH-Region.Als Beispiele für Lenkungsprozesse finden sich: Smart Metering: Innovative …” „… häusliche Monitoring und Alarmierungssysteme in Tech-nik-Service-Verbünden (Michael Vilain/Matthias …” „… zur Sicherstellung des „Best point of medical and social service“ im Gesundheits- und Sozial-bereich …”

2.4 Sektorenübergreifende Dienstleistungserstellung: „Fit für zu Hause“ – Ein Pilotmodell zur Sicherstellung des „Best point of medical and social service“ im Gesundheits- und Sozialbereich S. 59-74

„… service“ im Gesundheits- und Sozialbereich Victoria Grabner und Irmtraud Ehrenmüller2.4.1 …” „… der Versorgung am „Best point of medical and social service“ orientiert.2.4.2 Ausgangslage und …” „… einem Kon-zept für eine Versorgungsstruktur am „Best point of medical and social service“. Zusammen mit …”

doi.org/10.5771/9783802947247

Renate Kirsch, Elke Siehl, Albrecht Stockmayer - Transformation, Politics and Implementation

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Renate Kirsch (ed.), Elke Siehl (ed.), Albrecht Stockmayer (ed.)

Transformation, Politics and Implementation

2017

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Godje Bialluch, Lisa Hiemer, Ruan Kitshoff, and Tobias Tschappe Smart Implementation of Public Service Administration Reform in South Africa: Experiences from the Governance Support Programme S. 151-174

„… Smart Implementation of Public Service Administration Reform in South Africa: Experiences from the …” „… responsible for the imple- Smart Implementation of Public Service Administration Reform in South Africa 153 …” „… , this silo-thinking atti- Smart Implementation of Public Service Administration Reform in South Africa …”

Renate Kirsch, Elke Siehl, and Albrecht Stockmayer Smart Implementation in Development Cooperation: An Introduction to Issues and Concepts S. 21-48

„… Introduction Smart Implementation in Development Cooperation: An Introduction to Issues and …” „… stakeholders reach decisions and use public resources to guarantee public services. Governance includes both …” „… “smart implementation.” The introduction chapter outlines in two sections the conceptual and …”

Titelei/Inhaltsverzeichnis S. 1-20

„… Fiegle, Anne Hitzegrad, and Agnes Wiedemann 13 Smart Implementation of Public Service Administration …” „… Smart Implementation in Governance Programs Tr an sf or m at io n, P ol it ic s an d Im pl em en ta …” „… BUC_Kirsch_Stockmayer_3738-3.indd 1 21.07.17 13:45 BUT_Kirsch_Stockmayer_3738-3.indd 2 15.08.17 09:45 Smart …”

Neil Hatton Polka or Parker? What Management Could Learn About Smart Implementation from Music S. 49-74

„… Could Learn About Smart Implementation from Music Neil Hatton “Philosophers have only interpreted the …” „… discussing “smart implementation” in development projects. We have been looking at many of the same things …” „… for many years and trying to make it smarter in many ways. The problem here is not the skills level or …”

Pauline Heusterberg, Renate Kirsch, Elke Siehl, and Albrecht Stockmayer Smart Implementation in Transformation: Findings and Outlook S. 325-360

„… Synthesis Smart Implementation in Transformation: Findings and Outlook Pauline Heusterberg, Renate …” „… NINE CASE STUDIES Based on nine case studies, we present key findings for smart implementation in GIZ …” „… the introductory chapter to smart implementation, the cases can be compared and commonalities …”

Verena Fritz Doing Development Differently: Understanding the Landscape and Implications of New Approaches to Governance and Public-sector Reforms S. 75-98

„… or hindered efforts at poverty reduction and expanding service delivery. Corruption was a major theme …” „… that is politically smart as well as using iteration in identifying and pursuing solutions.3 It also …” „… Politically.4 The main emphasis is to work in “politically smart ways” and to focus on the translation of …”

Sabrina Storm FOCEVAL – Promoting Evaluation Capacities in Costa Rica: Smart(er) Implementation with Capacity WORKS? S. 175-194

„… FOCEVAL – Promoting Evaluation Capacities in Costa Rica: Smart(er) Implementation with Capacity …” „… successful transformation from an agrarian-based economy into a service industry provided the basis for the …” „… necessary investments in basic social services, while a good endowment of human capital and natural …”

Astrid Karamira, Mark Mattner Reforming Liberia’s Mining License Administration System: Circumventing Implementation Challenges by Adapting Lessons from Sierra Leone S. 99-122

„… provision of a modern IT-system that is flanked by long-term capacity development and advisory services. In …” „… coordination. The paper concludes by outlining a set of lessons learned, based on the “smart implementation …” „… then draws out the lessons learned in the context of the present volume’s “smart implementation …”

Tim Auracher, Heiner von Lüpke Challenges and Opportunities for Implementing Financing Mechanisms for Climate Change Mitigation Guided by Principles of Good Financial Governance: The Case of Indonesia S. 303-324

„… services to partners, as well as discuss its limitations within a real-time reform process in Indonesia …” „… administration, and how they tried to overcome obstacles on the way. Smart implementation, according to this case …” „… national ministries and agencies, as well as subnational governments and services that were primarily …”

About the authors S. 361-372

„… engagement. Previously, he worked in the Public Service Reform Programme of GIZ in South Africa. He has …” „… entrepreneurs, and development cooperation. She has experience in advisory services for companies; studies the …” „… reform projects (Capacity WORKS, smart implementation, iterative project management). Markus Steinich …”

Markus Steinich, Thomas Fiegle, Anne Hitzegrad, and Agnes Wiedemann Reforming the Legacy of an Authoritarian State: The Case of Tunisia S. 123-150

„… well as a public administration at the service of the citizens and the common good. It thus entails a …” „… Fiegle, Anne Hitzegrad, and Agnes Wiedemann 124 • Public administration is at the service of the citizens …” „… , equality, and the continuity of public services, and in conformity with the rules of transparency …”

Yvonne Müller, Stephanie Schell-Faucon Implementing Change Processes for Inclusive Social and Economic Development in Situations of Conflict and Fragility: Lessons from the Philippines S. 263-302

„… conflict-affected communities, which were largely neglected by public services and influenced by non-state armed …” „… successfully improved the socio-economic situation of the population in the project area. Government services …” „… relation to smart implementation, the case study illustrates GIZ’s long-term, sustainability-oriented …”

Christine Brendel, Franziska Gutzeit, and Jazmín Ponce Safe Enterprises: Implementation Experiences of Involving the Private Sector in Preventing and Fighting Violence Against Women in Peru S. 195-220

„… , and civil society as their service providers). Unfortunately, national elections were held in 2011 and …” „… of the company, which leads to greater consumption and use of their products and services. Another …” „… glance seem counterintuitive, but ComVoMujer found that smart implementation in this case meant …”

doi.org/10.5771/9783845280516

Sebastian Lohsse, Reiner Schulze, Dirk Staudenmayer - Smart Products

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Sebastian Lohsse (ed.), Reiner Schulze (ed.), Dirk Staudenmayer (ed.)

Smart Products

2022

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Karin Sein Modifications of digital content or services and of digital elements in smart products – Possible application problems S. 111-132

„… Modifications of digital content/services and digital elements in smart productsModifications of …” „… digital content or services and of digital elements in smart products – Possible application …” „… services and of digital elements in smart products113Article 19(1) DCD simply because the trader does not …”

Isabell Conrad, Alin Seegel Modifications of digital content/services and digital elements in smart products – how to design the contracts S. 133-154

„… Modifications of digital content/services and digital elements in smart products – how to design …” „… digital content/services and digital elements in smart products135than only a minor manner. For a fair …” „… .; Möllnitz, MMR 2021, 116 (117).Modifications of digital content/services and digital elements in smart …”

Sebastian Lohsse, Reiner Schulze, Dirk Staudenmayer ‘Smart Products’ – A Focal Point for Legal Developments in the Digital Economy S. 11-44

„… digital content or a digital service’.Why are smart products important for the Digital Economy?The …” „… are connected with digital services.I.* Sebastian Lohsse und Reiner Schulze are Professors of Law …” „… An Introduction‘Smart Products’ – A Focal Point for Legal Developments in the Digital …”

Hans Schulte-Nölke Digital obligations of sellers of smart devices under the Sale of Goods Directive 771/2019 S. 47-62

„… the consumer. In cases where the functionality of the smart device depends on a third-party service …” „… the wrong debtor, because it is usually the third-party service provider that causes the smart device …” „… service platform is crucial for the function of the smart lock. Such a case would fall under Article 10 (2 …”

André Janssen The Update Obligation for Smart Products – Time Period for the Update Obligation and Failure to Install the Update S. 91-108

„… The Update Obligation for Smart Products – Time Period for the Update Obligation and Failure to …” „… Install the UpdateAndré Janssen1General introductionThere is no question that smart products are on the …” „… smart products were in use in 2019, this figure is expected to reach 25 billion this year (2021) with a …”

Teresa Rodríguez de las Heras Ballell Product Liability for Beyond-Product Ecosystems – Is the Product Liability Directive ready to accommodate smart products? S. 201-216

„… product and service is blurred. The ‘smart quality’ of a smart product is greatly based on the added-value …” „… services that the system adds on the non-smart use of a non-connected device. Not surprisingly, it is not …” „… accommodate smart products?Teresa Rodríguez de las Heras Ballell1Smart Products in the Context of Product …”

Titelei/Inhaltsverzeichnis S. 1-8

„… Install the Update 91André JanssenModifications of digital content/services and digital elements in smart …” „… productsModifications of digital content or services and of digital elements in smart products – Possible application …” „… problems 111Karin Sein5Modifications of digital content/services and digital elements in smart products …”

Evelyne Gebhardt Introductory Statement S. 223-228

„… non-material damages, the likeliness that smart products or services cause immaterial harm is considerably …” „… Gebhardt*Smart devices have long entered our daily lives. They are part of our routines, collect and record data …” „… of our habits and use these to assist us in a variety of ways. Smart products play our favorite music …”

Susanne Dehmel How should ‘smart products’ be handled in contractual and (product) liability law? S. 229-236

„… How should ‘smart products’ be handled in contractual and (product) liability law?Susanne Dehmel …” „… , Bitkom e.V.1„Smart products” are characterized by the fact that they consist not only of material objects …” „… , and in some cases even autonomous, functioning of the smart product. The smarter the product, i.e. the …”

Jutta Gurkmann Smart liability for smart products S. 237-238

„… Smart liability for smart productsIntroductory Statement of Jutta Gurkmann, Federation of German …” „… one in four German households is already using smart technology for lighting, 18 % for their alarm …” „… consumers with the risk of bearing the costs for damage caused by smart products. From the consumers …”

Gerhard Wagner Software as a Product S. 157-180

„… , given in a newspaper, is “inherent” to the paper or not.Products vs. ServicesRegardless of the criticism …” „… course, the same applies to the supply of digital services.A more nuanced solution must be reached in …” „… the car manufacturer, but instead rendered services.ConclusionAt the time when the Product Liability …”

Georg Borges Liability for self-learning smart products S. 181-200

„… Liability for self-learning smart productsGeorg Borges1Change in AI systems as a challenge for …” „… Verwaltungsrecht (NVwZ) 1188.Liability for self-learning smart products183differentiation must be made: insofar as …” „… . Everyday examples include speech recognition software for installation on PCs, or "smart" keyboards that …”

Christiane Wendehorst The Update Obligation – how to make it work in the relationship between seller, producer, digital content or service provider and consumer S. 63-90

„… content or service provider and consumerChristiane Wendehorst*IntroductionFrom the point of view of …” „… Services Directive, DCD) and 2019/771 (Sale of Goods Directive, SGD).1 It was only in exceptional …” „… software and (v) ancillary digital services.6 Regarding updates and ancillary digital services, the author …”

doi.org/10.5771/9783748929772

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Die Unternehmung

Browse Volumes: Die Unternehmung

DU Volume 75 (2021) Issue 1 ISSN Online: 2942-318X

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Benjamin Nanchen, Anyssia Bovier, Benoît Golay, Jérôme Salamin, Emmanuel Fragnière Improving the Orchestration Resilience of a Smart Integrated Tourism Destination – A Case Study in the Swiss Alps S. 24-42

„… andbuy the products and services provided there by local stakeholders.Smart integrated tourism …” „… processes (Jamal/Jamrozy 2006). In other words, theyhelp to co-produce the services of the smart integrated …” „… salientattributes (Lai et al. 2014) of its services—a major element of perceived value in the eyes ofthe consumer …”

Stephan Bingemer, Ralf Vogler Evolvement of ICT in Airline Distribution – Perspectives on Co-creation with IATA NDC and One Order S. 11-23

„… setting for the selection of Airline ServiceSelection.§No focus on distribution.Customer – Co-Creation …” „… to airlines (O'Connell/Warnock-Smith 2013), ancillary services against a feewere only added later to …” „… , the internet has evolvedinto a new sales channel for different products and services, including air …”

Thomas Bieger, Christian Laesser Managing Experiential Co-creations in Cooperative Networks – Learnings from Tourism S. 1-10

„… tourism services is the dependence on co-creation, because tourismproducts consist of various service …” „… that cover different perspectives on thecoordination of the tourism service chain. It also contains …” „… in the last contribution.Keywords: tourism, tourism management, service management, networks …”

Carolin Geyer, Nicole Stuber-Berries, Andreas Liebrich, Melanie Wyss Regionale Datenkooperationen touristischer Leistungsträger – eine Antwort auf die Dominanz globaler Internetplattformen? S. 61-75

„… BeziehungRegional data cooperation of tourism service providers – an answerto the dominance of global Internet …” „… bereits Beispielevon Dateninfrastrukturen und Services wie der Energy Data Hub (Borsche et al. 2018),die …” „… Datenmiteinander teilen, desto attraktiver und zielgenauer können die darauf basierenden Ser-vices gestaltet werden …”

doi.org/10.5771/0042-059X-2021-1

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