Anhand zahlreicher Fallbeispiele analysieren renommierte Experten aus Wissenschaft und Praxis den Zusammenhang zwischen Produktqualitat, Kundenzufriedenheit und Unternehmenserfolg und geben praxisorientierte Tips zur Verbesserung.

This fascinating book covers all the recent developments in conjoint analysis. Leading scientists present different aspects of the theory and applications of this technique. A wide variety of models, techniques, and applications are discussed, including normative models that maximize return, extension of choice-based conjoint simulations, latent class, hierarchical Bayes modeling, new choice simulators, and normative models for representing competitive actions and reactions (based on game theory).

All the world's most advanced economies are dominated by service. The service sector also employs the largest number of people and it is the fastest growing sector, both in number of companies and employees. The questions posed in the book are: (1) How is it growing? (2)What are these new service innovations? (3)What are the drivers? (4)How can organizations work with service innovations in a structured way? The book views service as the value-creating activity that customers perform in their own context. The role of a company is to provide the resources and knowledge to enable value creation. Based on this view, we develop a model of service innovation and develop guidelines for what is required from the organizational perspective; how should an organization view its customers in order to be successful, what does a service development process look like, and how to transform an organization that has a product focus to a service or solution provider. Despite the heightened focus on service in society, most models and theories of innovation are based on that the norm is a physical good. We believe that the norm is actually experiential and service based. This book addresses this mismatch of theory and practice for the benefit of those who are seeking to understand, teach, and practice service innovation.

This fascinating book covers all the recent developments in conjoint analysis. Leading scientists present different aspects of the theory and applications of this technique. A wide variety of models, techniques, and applications are discussed, including normative models that maximize return, extension of choice-based conjoint simulations, latent class, hierarchical Bayes modeling, new choice simulators, and normative models for representing competitive actions and reactions (based on game theory).

"Competing in a Service Economy" is a hands-on guide to creating services, with illustrative examples from service-oriented companies including Disney, Ericsson, IKEA, National Association of Convenience Stores, Ritz Carlton, Scandinavian Airline Systems, Sterling Pulp Chemicals, and Telia Mobile. This practical resource for executives, general managers, and managers in marketing, operations, and human resources reveals how to gain a competitive advantage by creating and implementing a strategic plan that will ultimately improve their organization's services. Written by the authors of the best-selling book Improving "Customer Satisfaction, Loyalty, and Profit," this important new book will help business professionals to think and plan strategically to dramatically improve services, service development, and service innovation within their organizations.

This book deals with how companies can involve customers or users in order to learn with them in the field of service-based business development. It presents a variety of customer-involvement approaches, methods for learning with customers, and the results of case studies conducted in both service and manufacturing companies focusing on value-creation through services.Based on research carried out by several research groups around the world, as well as on illustrative cases, the book creates new actionable knowledge regarding customer-involvement which will be useful for both practitioners and scholars.Benefits for readers include: an understanding of the business potential of learning with customers and other users; an overview of the fields of new service development and customer-involvement with regard to concepts, theoretical frameworks, and models, in addition to strategies and techniques for involving users in fruitful ways during the innovation process; an illustration of the cases based on the results of empirical studies; and managerial implications and guidelines regarding how to manage customer-involvement during the different phases of the new service and business development process.

Ethnographic perspectives are often used by archaeologists to study cultures both past and present - but what happens when the ethnographic gaze is turned back onto archaeological practices themselves? That is the question posed by this book, challenging conventional ideas about the relationship between the subject and the object, the observer and the observed, and the explainers and the explained. This book explores the production of archaeological knowledge from a range of ethnographic perspectives. Fieldwork spans large parts of the world, with sites in Turkey, the Netherlands, Mexico, Brazil, Italy, Germany, the USA and the United Kingdom being covered. They focus on excavation, inscription, heritage management, student training, the employment of hired workers and many other aspects of archaeological practice. These experimental ethnographic studies are situated right on the interface of archaeology and anthropology_on the road to a more holistic study of the present and the past.