The book documents the state-of-the-art in Services Science. It combines contributions in Service Engineering, Service Management and Service Marketing and helps to develop a roadmap for future R & D activities in these fields. The book is written for researchers in engineering and management.

Résumé
Developing innovative services and launching them successfully in international markets these are major challenges for enterprises and national economies which aim to benefit from the opportunities of the service sector by achieving more growth and employment. Those enterprises and sites which succeed in creating a special service experience by offering outstanding service solutions and by exc- lent performance in service delivery to the customer will be successful in compe- tion. Nevertheless, it is exactly the current discussion about innovation, parti- larly in Germany, which reveals that we do not primarily suffer from a lack of good ideas but rather that the translation of new findings and ideas into new s- vices, products and processes must be substantially improved. All in all, it is obviously very urgent to increase innovative ability and to accel- ate the speed of innovation. Progress on this path can be accelerated if science and research increasingly face up to the challenges of how to improve innovative power in the service sector. In my opinion, service innovations address very d- ferent fields of innovation such as, for example, linking not only new technologies and services, performance and process innovations, but also market-related in- vations, for example, for the establishment of new distribution channels.

Contenu
Service Engineering.- Service Engineering: State of the Art and Future Trends.- Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers.- Architecture for Service Engineering The Design and Development of Industrial Service Work.- An engineering tool for the conceptual design of service systems.- Integrated Development of Software and Service The Challenges of IT-Enabled Service Products.- Service Management.- From Service Management towards Service Competence An Entrepreneurial Approach.- Innovation and Learning in Services - The Involvement of Employees.- Managing Service Networks' Success.- Success Factors in New Service Development and Value Creation through Services.- Service Marketing.- Sustainable Advantages in Service Industries How Can Early Entrants Outperform Latecomers in Service Markets?.- Satisfaction Measurement within the Customer Relationship Life Cycle.- Sustainable Service Research.- Strengthening the Services Sector Needs for Action and Research.- Standardisation in the Service Sector for Global Markets.- Research and Development for a Sustainable Services Sector.- Future research topics and calls for action.