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Service Engineering. Die Entwicklung innovativer Dienstleistungen am Beispiel Car-Sharing: Erfolgsfaktoren und Herausforderungen

Service Engineering. Die Entwicklung innovativer Dienstleistungen am Beispiel Car-Sharing: Erfolgsfaktoren und Herausforderungen

          
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About the Book

Studienarbeit aus dem Jahr 2015 im Fachbereich VWL - Innovationsökonomik, Note: 1.7, Bergische Universität Wuppertal, Sprache: Deutsch, Abstract: Deutschland hat in den letzten Jahrzehnten eine Entwicklung in Richtung einer Dienstleistungsgesellschaft vollzogen. Somit hatten Dienstleistungen im Jahr 2013 einen Anteil von knapp 70 % des Bruttoinlandsprodukts. Auch neu gegründete Unternehmen sind vorwiegend im Dienstleistungsbereich zu finden. Sogar produzierende Unternehmen bieten neben ihren Sachgütern ergänzende Dienstleistungen an, denn reine Kosten-, Qualitäts- und Technologievorsprünge reichen nicht mehr aus, um einen Alleinstellungsmerkmal gegenüber Wettbewerbern aufzubauen. Zudem ist eine zunehmende Innovationsdynamik auf dem Markt zu vernehmen, besonders im Hintergrund von neuen Informations- und Kommunikationstechnologien zur Abwicklung von Dienstleistungen. Die zunehmenden Veränderungen und der harte Wettbewerb zwischen der Konkurrenz und die steigende Innovationsdynamik zwingen Dienstleistungsunternehmen ein effizientes Innovationsmanagement zu betreiben, um langfristig Erfolg zu verzeichnen. Deshalb ist es von besonderer Wichtigkeit eine Dienstleistung systematisch zu entwickeln. In der Literatur ist der Begriff des Service Engineering dafür vorgesehen, denn dieser beschreibt eine genaue systematische Vorgehensweise anhand von Methoden und Werkzeugen. In der vorliegenden Arbeit wird der Fokus auf genau diesen Dienstleistungsentwicklungsprozess gelegt, denn dieser erfolgt in vielen Unternehmen willkürlich und nicht planmäßig, wodurch es im Nachhinein zu diversen Problemen kommen kann. Ein weiteres Hauptthema in Verbindung mit Service Engineering sind die Erfolgsfaktoren und Herausforderungen, die diesen systematischen Prozess beeinflussen können. Ein besonderer Fokus in Bezug auf die Erfolgsfaktoren wird auf die Dienstleistungsqualität, die Kunden und auf die Mitarbeiter gelegt. Wiederum werden die Herausforderungen aufgeteilt in unternehmensseitige-


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Product Details
  • ISBN-13: 9783668430327
  • Publisher: Grin Verlag
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Sub Title: Erfolgsfaktoren und Herausforderungen
  • Width: 148 mm
  • ISBN-10: 3668430322
  • Publisher Date: 28 Apr 2017
  • Height: 210 mm
  • No of Pages: 44
  • Spine Width: 3 mm
  • Weight: 68 gr

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Service Engineering. Die Entwicklung innovativer Dienstleistungen am Beispiel Car-Sharing: Erfolgsfaktoren und Herausforderungen
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