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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.

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.

This book contains the refereed proceedings of the 7th International Conference on Exploring Service Science (IESS), held in Bucharest, Romania, in May 2016. Service science constitutes an interdisciplinary approach to systematic innovation in service systems, integrating managerial, social, legal, and engineering aspects to address the theoretical and practical challenges of the service industry and its economy. The 45 full papers and 13 short papers accepted for IESS were selected from 119 submissions. The papers consider the topics service exploration theories and processes; modeling service requirements and management of business processes; value co-creation through knowledge management and user-centric services; service design methodologies and patterns; service innovation and strategy; IT-based service engineering; servitization in sustainable manufacturing; product-service systems; business software services and data-driven service design; web service design and service-oriented agents; IoT and mobile apps for public transport service management; e-health services and medical data interoperability; and service and IT-oriented learning and education systems.

Mithilfe von Corporate-Shared-Services als hybrider Organisationsform zwischen Eigen- und Fremdfertigung planen große Unternehmen Einsparungen in Millionenhöhe: - Philips möchte die Kosten in den indirekten Bereichen um ca. 170 Mio. Euro senken, - die Deutsche Post World Net die Kosten im externen Rechnungswesen um ca. 40 % reduzieren und - Siemens sein IT-Budget um ca. 800 Mio. Euro senken. Vertreter von renommierten Unternehmen - wie BearingPoint, Metaplan, SAP oder Siemens Business Services - und namhafte Wissenschaftler analysieren Strategien, Konzepte und zukunftsträchtige Entwicklungen: - wie derzeitige Shared Service-Ansätze in multinationalen Konzernen global ausgestaltet sind, - welche strategischen Möglichkeiten Shared-Service-Ansätze bieten, - welche steuerungsrelevanten Herausforderungen im Rahmen von Shared-Services zu bewältigen sind, - welche Einsatzmöglichkeiten von Shared-Services in unterschiedlichen Branchen existieren, - welche Bedeutung das Empowerment der Mitarbeiter und ein Change-Management für den Erfolg von Shared-Services-Projekten spielen und - welche erweiterten Möglichkeiten Shared-Service-Ansätze der nächsten Generation bieten. "Corporate-Shared-Services" wendet sich an Unternehmensberater, CEOs, CIOs und an Führungskräfte aus den Bereichen Beschaffung, IT, Organisation, Personal, Rechnungswesen und Strategie. Dozenten und Studierende der Betriebswirtschaftslehre sowie der Wirtschaftsinformatik erhalten zudem wertvolle Anregungen. Prof. Dr. Frank Keuper ist Inhaber des Lehrstuhls für Betriebswirtschaftslehre, insbesondere Konvergenz- und Medienmanagement an der Steinbeis-Hochschule Berlin. Christian Oecking ist Leiter IT-Outsourcing Global und Mitglied der Geschäftsleitung der Siemens Business Services GmbH & Co. OHG.

Knowledge Services Management looks at the transformation of the traditional workplace into a quasi-internal market environment where work activities in knowledge services are organized around clusters of similar or complementary knowledge stocks to address particular types of customer-clients priorities. The book explores a new internal market structure for these service organizations and the implications this presents for managers and scholars in the 21st century workplace. By adopting an internal market perspective, the book develops new organizational forms outside the traditional hierarchical paradigm, which is ill-suited for the emerging knowledge workplace, in order to effectively manage emerging knowledge services. The indispensable role of customer/client in the operations of these organizations is examined, as is the creation of the “Proventure Workplace”, a work environment which accentuates jobs requiring rich cognitive skills for continuing innovation and creativity.

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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