Taking the Pulse of Economic Development

Transcription

1 Dieter Spath Walter Ganz (Eds.) TAKING THE PULSE OF ECONOMIC DEVELOPMENT downloaded from by on February 14, 2018 Taking the Pulse of Economic Development Service Trends

2 TAKING THE PULSE OF ECONOMIC DEVELOPMENT downloaded from by on February 14, 2018 Dieter Spath/Walter Ganz (Eds.) Taking the Pulse of Economic Development Service Trends

3 TAKING THE PULSE OF ECONOMIC DEVELOPMENT downloaded from by on February 14, 2018

4 TAKING THE PULSE OF ECONOMIC DEVELOPMENT downloaded from by on February 14, 2018 Dieter Spath/Walter Ganz (Eds.) TAKING THE PULSE OF ECONOMIC DEVELOPMENT Service Trends

5 TAKING THE PULSE OF ECONOMIC DEVELOPMENT downloaded from by on February 14, 2018 Bibliographic information published by the Deutsche Nationalbibliothek The Deutsche Nationalbibliothek lists this publication in the Deutsche Natio nal biblio grafie; detailed bibliographic data are available in the Internet at All rights reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying or by any information storage an retrieval system, without permission in writing from the publisher. This book is based on the project MARS - International Monitoring of Activities and Research in Services. MARS is promoted by means of the Bundesministerium für Bildung und Forschung. Promotion Code 01FD Carl Hanser Verlag München Lecturer: Lisa Hoffmann-Bäuml Production Management: Der Buchmacher, Arthur Lenner, München Typesetting: le-tex publishing services GmbH, Leipzig Coverconcept: keitel & knoch kommunikationsdesign, münchen Printed and bound by Kösel, Krugzell Printed in Germany ISBN E-Book-ISBN

6 Inhalt TAKING THE PULSE OF ECONOMIC DEVELOPMENT downloaded from by on February 14, 2018 Introduction... 1 Taking the Pulse of Economic Development Service Trends... 1 Contours of New Value Creation Impulses from Services Research... 2 Service Trends Impulses for a Research Agenda... 5 A Glance at Potentiality Spaces... 8 PART I: Focus Management Design of Research and Development for New Services »R&D Management for Services« Competitive Differentiation by Innovative Services Structures and Processes for Service Research and Development Results of the Expert Survey Conclusion »Customer Integration in New Service Development: Experiences from Sweden« Introduction Why listen and learn from customers? It pays to listen and learn from the customer! Customers have good ideas! Methods to listen and learn from the customer Future service companies listen and learn from customers Discussion and conclusion PART II: Focus Test Visualise the Invisible Part of Services »Service Modelling and Simulation« Introduction Models for Services Modelling of Services Simulation of Services Conclusion »Service System Modelling« Introduction Fundamentals of Service Modelling Overview of the Four Modelling Areas... 48

7 VI Table of Contents 4.4 Component Model Resource Model Product Model Process Model Application and Outlook TAKING THE PULSE OF ECONOMIC DEVELOPMENT downloaded from by on February 14, 2018 PART III: Focus Man Management of Talents, Skills and Competencies for Service Innovation »Humans at the Heart of Service Innovation. Challenges for Human Resource Management« Introduction Service Innovation and HRM as Objects of Study Challenges for HRM What Do the Experts Say? Trends and Development in HRM »From Strategic to Integrated Human Resource Management for Service Innovation« Introduction Human Resource Management as an Object of Study for Service Innovation Characteristics of Integrated HRM Decisions for Service Innovation Requirements for Integrated HRM to Encourage Service Innovations Implementation of an Integrated HRM for Service Innovation Summary and Implications for Further Research PART IV: Focus Technology Innovation by Interaction of Technology and Service About the Interaction of»technological and Service Innovation« Introduction Technological and Service Innovation A Neglected Relationship in Services Research? Challenges What Do the Experts Say? Integration of Technological and Service Innovations Trends and Developments »Innovation by Interaction of Technologies and Services« Cloud Computing Internet of Services Business Models Integrated Service Engineering

8 Table of Contents VII TAKING THE PULSE OF ECONOMIC DEVELOPMENT downloaded from by on February 14, 2018 PART V: Focus Future of Value Creation From Value-in-exchange to Value-in-use »Hybrid Products/Services Contours of a New Paradigm« Introduction From the Hybrid Product to Hybrid Value Creation Hybrid Value Creation What Do Experts Say? Trends and Developments in the Area of Hybrid Products/Services »Alternative Logics for Service(s): From Hybrid Systems to Service Ecosystems« Introduction Goods-dominant logic Service-dominant logic Value networks and service ecosystems as venues for value co-creation Advantages of the S-D logic, service ecosystem perspective Conclusion PART VI: Outlook Service Trends Future Perspectives Service Trends as a Strategic Perspective of New Value Creation New Thinking with Services Biographical Notes about the MARS Experts and Guest Authors