Abstract
In order to clarify the understanding of service engineering, the first chapter of the theoretical basis proceeds as follows: to begin, an integral conceptualization of services will be given. Then, customer integration and process apparentness will be highlighted as two essential service basics. To explain the concept of service engineering, an historical abstract of the term will be given, covering the different disciplines in which the term has been used. After the presentation of several service engineering models, the chapter will focus on the service blueprint model in particular.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
Rights and permissions
Copyright information
© 2006 Deutscher Universitäts-Verlag | GWV Fachverlage GmbH, Wiesbaden
About this chapter
Cite this chapter
(2006). Service Engineering. In: Customer Processes in Business-to-Business Service Transactions. DUV. https://doi.org/10.1007/978-3-8350-9447-5_2
Download citation
DOI: https://doi.org/10.1007/978-3-8350-9447-5_2
Publisher Name: DUV
Print ISBN: 978-3-8350-0601-0
Online ISBN: 978-3-8350-9447-5
eBook Packages: Business and EconomicsBusiness and Management (R0)