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Chapter
Service Analytics: Putting the “Smart” in Smart Services
Artificial intelligence in general and the techniques of machine learning in particular provide many possibilities for data analysis. When applied to services, they allow them to become smart by intelligently ...
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Chapter
Using Employees’ Collective Intelligence for Service Innovation: Theory and Instruments
In this chapter, we reflect on the potential and instruments for involving employees in service innovation processes. Based on a discussion of value co-creation scenarios in the context of service innovation, ...
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Article
Intuitionistic Fuzzy Logic – Anwendungsoptionen im IT Service Management
Die Anwendung von akademischen Forschungsmethoden auf praxisorientierte Geschäftsanforderungen bietet wertvolle Instrumente für die Konzeption und Verbesserung von IT Systemen. Das Forschungspapier beinhaltet ...
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Article
Retained Organizations in IT Outsourcing
IT outsourcing is a strategic option which enables companies to focus on their core competencies. Over time however, many outsourcing arrangements suffer from severe problems. While the design of retained orga...
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Book
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Chapter and Conference Paper
On the Necessity and Nature of E-Mobility Services – Towards a Service Description Framework
After years of focusing exclusively on the technological side of electric mobility (e-mobility), services are getting more and more in the focus of scientists. Many recent works concentrate on the identificati...
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Chapter
Foundations
This chapter starts by providing evidence of the growing importance of services in our society which was reinforced by recent technological and economic developments. Thereafter, a service definition is presen...
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Chapter
Electronic Services
Summary This chapter provides an overview of two streams—the automation of activities and programming paradigms—which drove and supported the evolution of electronic services. These s...
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Chapter
Service Analytics
Service analytics describes the process of capturing, processing, and analyzing the data generated from the execution of a service system to improve, extend, and personalize a service to create value for both ...
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Chapter and Conference Paper
Transition and Delivery Challenges of Retained Organizations in IT Outsourcing
Outsourcing their IT is a difficult endeavor for many enterprises. Remaining IT organizations often face a multitude of challenges but lack the necessary capabilities for managing the outsourced services. In t...
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Chapter and Conference Paper
Towards the Consideration of Performance Risks for the Design of Service Offers
This work analyzes an outsourcing provider’s challenge to design optimal service offers in a setting in which future service performance is uncertain and the provider is penalized or rewarded for deviating neg...
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Chapter and Conference Paper
Service Innovation Analytics: Towards an Approach for Validating Frameworks for Service Innovation Capabilities via Text Mining
The importance of innovation for companies to gain competitive advantage is widely acknowledged. Realizing service innovations has shown to provide some particular challenges to organizations. Consequently, in...
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Chapter and Conference Paper
Simulation-Based Quantification of Business Impacts Caused by Service Incidents
Today, business processes heavily depend on IT, so that business results are affected by the quality of supporting IT services. To gauge the quality of service from a business point of view, we need to conside...
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Chapter
Service Analytics: Leveraging Data Across Enterprise Boundaries for Competitive Advantage
The modern view on services focuses on the co-creation of value between providers and customers—leveraging knowledge, skills, and resources of both partners from an overall system point of view. This perspecti...
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Book
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Chapter and Conference Paper
Dynamische Modelle zur Analyse und Optimierung von Geschäftsprozessen
Unter massivem Kostendruck wächst in unseren Unternehmen der Bedarf an Methoden und Werkzeugen, um betriebliche Umstrukturierungen im Sinne von Lean Production und Lean Enterprise zu unterstützen.
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Chapter
Modellierung und Analyse der Speicherinterferenz in Hierarchisch Organisierten Multiprozessorsystemen
In der letzten Zeit wurden verschiedene Untersuchungen zur Ablauf- und Leistungsanalyse des am Institut für Mathematische Maschinen und Datenverarbeitung der Universität Erlangen entwickelten Multiprozessorsys...