Dienstleistungsmanagement

This textbook explains the central tasks of service management in a practical way. Based on numerous examples, Sabine Haller and Christian Wissing focus on two areas: Digitalisation and customer orientation. After all, the focus on technologies and people is the success factor against which successful service management must be measured. Modern service providers plan effectively and act efficiently; in product development, process and quality management, capacity planning, marketing, staff management and success control. This book is particularly suitable for teachers and students as well as for specialists and managers in business administration with a focus on marketing and services.New in the 9th edition: In particular, concepts and examples on services marketing, quality management, project management and internationalisation strategies have been updated. In addition, interactive flashcards have been added to the edition: Download the Springer Nature Flashcards app and use exclusive content to test and deepen your knowledge.