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This book constitutes the refereed proceedings of the 4th International COST 237 Workshop, held in Lisboa, Portugal, in December 1997 of the European COST Programme on Multimedia Telecommunication Services. The 12 revised full papers presented were selected from 24 submissions. The topics covered include multimedia presentation, QoS Control, electronic commerce, CORBA and DCE, real-time multimedia, multimedia conferenceing, multicast networking, heterogeneous communications environments, and others.

The service sector has dominated advanced economies for years. In many countries, it accounts for more than 70% of gross domestic product, and approximately the same percentage of all employees work in this sector. To reflect the economic relevance of the service sector, services science must be established as an academic discipline. But the path in pursuit of this goal is riddled with challenges, especially in the fields of services research, service-oriented education and service-related collaborations. This book includes detailed articles and short statements on each field, written by academics and experts. They explain which challenges need to be met by research and academic training in the services community of the 21st century. The contributions contained in this book reflect the content of presentations and statements given at the first German Services Science Conference.

Im Jahrbuch 2002 beschäftigen sich renommierte Autoren mit Fragen aus dem folgenden Problembereich: Wie kann die komplexe Aufgabe der Gestaltung elektronischer Services im Dienstleistungsbereich optimal gelöst werden? Welches sind die Besonderheiten elektronischer Services? Wie kann eine Verbindung elektronischer mit konventionellen Services zu Leistungsbündeln erfolgen? Welches sind Faktoren, die den Grad der Standardisierung vs. Individualisierung bestimmen? Wie können elektronische Services vermarktet werden und welche Rolle spielt der Kundenkontakt-Mitarbeiter? Wie kann ein Kapazitätsmanagement elektronischer Services gestaltet werden? U.a.m. Neben den Forschungsbeiträgen beinhaltet das Jahrbuch einen umfangreichen Service-Teil mit Literaturangaben, Adressen, Datenbanken, Websites, Forschungsstellen u.a.m. zum Dienstleistungsmanagement.

As telecommunications products and services have become an essential part of - eryday life, consumers have at the same time grown intimately familiar with the concept of tiered pricing that is associated with such services. With tiered service structures, users may select from a small set of tiers that offer progressively higher levels of service with a correspondingincrease in price. Tiered structures have been applied in several forms to wireless services (e. g. , characterized by the amount of voice minutes, number of text messages, or the size of one’s circle of friends to whom voice calls are free), Internet broadband access (e. g. , the access speed or volume of monthly transferred data), and digital TV offerings (e. g. , the number of channels included), among others. Service tiering is a form of market segmentation which, if applied appropriately, bene ts both providers and consumers by making available services and associated price points that re ect the diversity in consumers’ needs and ability to pay. The purpose of this book is to develop a theoretical framework for reasoning about and pricing Internet tiered services, as well as a practical algorithmic toolset fornetworkproviderstodevelopcustomizedmenusofserviceofferings. We provide a comprehensive study of the design, sizing, and pricing of tiered structures for - ternet services, and we illustrate their potential in simplifying the operation of c- plex components such as packet schedulers.

This open access book is an outcome of several years of research, practice, and teaching experience of the authors on the challenges that underpin the successful switch to services for manufacturing firms. Ideal for a student as well as a practitioner, the book describes the industrial services ecosystem, the barriers and challenges, and a roadmap for building service excellence. Curated cases are used to describe the current approaches in practice to overcome the barriers. The book also provides several tools, each with a short introduction, that the authors have used successfully in projects to help overcome the servitization barriers. Many of these tools are from management, design thinking, or service design. The service excellence roadmap is based on the development methodology and helps current and future business leaders to create their own individual roadmaps.

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Private wealth management (PWM) involves the management of the assets of high net worth individuals (HNWI) or accredited investors. Private wealth management firms have established close working relationships with high net worth clients to understand their financial needs and help them build investment portfolios that can meet their clients' financial goals. They offer a range of services, including portfolio management, real estate planning, mortgage planning, asset protection, tax management, and other financial services. Private wealth management services are provided by large corporations, independent financial advisers and portfolio managers who specialize in working with high net worth private clients.

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