Dienstleistungsmanagement

This textbook provides a practical explanation of the central tasks of service management. Based on numerous examples, Sabine Haller and Christian Wissing focus on two key areas: digitalization and customer orientation. The alignment with technologies and people is the success factor by which effective service management must be measured. Modern service providers plan effectively and act efficiently in product development, process and quality management, capacity planning, marketing, employee leadership, and performance control. This book is particularly suitable for educators and students, as well as for professionals and managers in business administration with a focus on marketing and services. New in the 9th edition: Concepts and examples related to service marketing, quality management, project management, and internationalization strategies have been updated. Additionally, the edition has been enhanced with interactive flashcards: Download the Springer Nature Flashcards app and access exclusive content to test and deepen your knowledge.