Service Engineering

Multiperspective and Interdisciplinary Framework for New Solution Design
  • Gerhard Gudergan
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


In order to compete in a global economy organizations are forced to regard their worldwide activities as an integrated collaborative activity. In-sourcing supporting capabilities through collaboration with external service suppliers is now crucial to deliver high quality solutions to customers at any time and any place in the world. The aim of this article is to provide a framework which enhances the existing scope of the discipline of service engineering . Existing research shows that industrial services and service based relationships are characterized by complex and unique aspects that require a broader and more comprehensive view on designing service based solutions and establishing the organizational prerequisites for successful innovation with service based solutions.


Service Requirement Service Engineering Development Step Planning Procedure Product Service System 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


  1. Anderson, J. C., Narus, J. A., and van Rossu, W. (2006) Customer Value Propositions in Business Markets. Harvard Business Review. Spring, 90-99.Google Scholar
  2. Baines et al. (2007) State-of-the-art in product-service systemsservice system. JEM. Proc. IMechE Vol. 221 Part B: J. Engineering ManufactureGoogle Scholar
  3. Barney, J. (1991) Firm Resources and Sustained Competitive Advantage Journal of Management, 17(1), 99–120.CrossRefGoogle Scholar
  4. Bitran, G., and Pedrosa, L. (1998) A Structured product development perspective for service operations, European Management Journal, 16(2), 169–189.CrossRefGoogle Scholar
  5. Botschen, G., and Mühlbacher, H. (1998) Zielgruppenprogramm – Zielgruppen-orientierung durch Nutzensegmentierung (Target groups program - Targeting groups by benefit segmentation) In A. Meyer (Eds,) Handbuch Dienstleistungs-Marketing, I. Stuttgart: Schäffer-Poeschel, 681–692.Google Scholar
  6. Bowers, M. (1989) Developing new services: lmproving the process makes it better, Journal of Services industries, 15–20.Google Scholar
  7. Chesbrough, H., and Spohrer, J. (2006) A research manifesto for services science. Communications of the ACM. 49(7), 35–40.CrossRefGoogle Scholar
  8. Clausing, D. (1994) Total Quality Development A Step - By - Step Guide to World - class Concurrent Engineering, New York: ASME.Google Scholar
  9. Cooper, R. G. and Edgett, S. J. (1999) Product Development for the Service Sector: Lessons from Market Leaders. Cambridge, MA: Basic Books.Google Scholar
  10. DIN (1990) Ausfalleffektanalyse (Fehler-Möglichkeits und Einfluss-Analyse), (Failure Mode and Effects Analysis) Berlin: Beuth.Google Scholar
  11. DIN (1981) DIN-Fachbericht 75 - Service Engineering, Entwicklungsbegleitende Normung (EN), Berlin, Wien, Zürich: Beuth.Google Scholar
  12. Easingwood, C. J. (1986) New Product Developrnent for Services Cornpanies Journal of Product lnnovation Management, 3 (4), 264–275.CrossRefGoogle Scholar
  13. Edvardsson, B., Gustafsson, A., Johnson, M. D., and Sanden, B. (Eds) (2000) New Service Development and lnnovation in the new Economy, Lund: Studentliteratur.Google Scholar
  14. Edvardsson, B., and Olsson, L. (1996) Key concepts for new service development. Service Industries Journal 16(2), 140–164.CrossRefGoogle Scholar
  15. Eversheim, W. (2000) Qualitätsmanagement für Dienstleister - Grundlagen, Selbstanalyse, Umsetzungshilfen (Quality management for service providers), Berlin: Springer.CrossRefGoogle Scholar
  16. Eversheim, W., Kuster, J. and Liestmann, V. (2003) Anwendungspotenziale ingenieuwissenschafflicher Methoden für das Service Engineering (Application potential of engineering specific methods for Service Engineering), in: H-J Bullinger and A. W. Scheer (Eds), Service Engineering - Entwicklung und Gestaltung innovativer Dienstleistungen, Berlin, Heidelberg, New York: Springer, 417–442.Google Scholar
  17. Fitzsimmons, J. A. and Fitzsimmons, M. J. (2007) Service management : Operations, Strategy, Information Technology, Sixth edition, New York, NY: McGraw-Hill Irwin,.Google Scholar
  18. Gudergan, G. (2008) Erfolg und Wirkungsmodell von Koordinationsinstrumenten für industrielle Dienstleistungen (Model of performance and causal effects of coordination in industrial services). Schriftenreihe Rationalisierung und Humanisierung. Shaker Verlag, Aachen 2008, 239.Google Scholar
  19. Gudergan, G., and Luczak, H. (2003) Coordination mechanisms in industrial service organizations, in: Human Factors in Organizational Design and Management – VII, H. Luczak and K. J. Zink (Eds).Google Scholar
  20. Gustafsson, A., and Johnson, M. D. (2003) Competing in a Service Economy: How to Create Competitive Advantage Through Service Development and Innovation. San Francisco, CA: Wiley/Jossey-Bass.Google Scholar
  21. Hildebrandt, L., and Klapper, D. (2002) Wettbewerbsanalyse (Comeptition Analysis) In. S. Albers and A Hermann (Eds), Handbuch Produktmanagement, Wiesbaden: Gabler, 461–485.Google Scholar
  22. Johne, A., and Storey, C. (1998) New Service Development - A Review of Literature and Annotated Bibliography, European Journal of Marketing, 32 (3), 184–251.CrossRefGoogle Scholar
  23. Kamiske, G. (1997) Qualitätstechniken für die Dienstleistung (Quality techniques for services), München, Wien: Hanser.Google Scholar
  24. Kommission der Europäischen Gemeinschaften (2003) Bericht der Kommission an den Rat und das Europäische Parlament. Der Stand des Binnenmarktes für Dienstleistungen - Bericht im Rahmen der ersten Stufe der Binnenmarktstrategie für den Dienstleistungssektor Luxemburg Amt für amtliche Veröffentlichungen der Europäischen Gemeinschaften.Google Scholar
  25. Kano, N., Serahu, N., Takahash, F., and Tsuji, S. (1984) Quality and Must-Be Quality, Hinshitsu, 39–48.Google Scholar
  26. Liestmann, V., and Kuster, J. (2002) Applying a Platform Approach to Redesign Industrial Services, paper presented at the Quis8 - Quality in Service Crossing Borders, Victoria, Canada.Google Scholar
  27. Liestmann, V., and Meiren, T. (2002) Service Engineering in der Praxis. Kurzstudie zur Dienstleistungsentwicklung in deutschen Unternehmen, Stuttgart, Fraunhofer.Google Scholar
  28. Liestmann, V., Keith, H., Kuster, J., Scherrer, U., Schmitt, I. and Thimrn, S. (2002) Dienstleistungsentwicklung durch Service Engineering - Von der ldee zum Produkt (Development of Services by Service Engineering – From the idea to the product), in: H. Luczak, FIR+ IAW Praxis Edition Vol 2, Aachen: FIR.Google Scholar
  29. Luczak, H., Liestmann, V., and Gill, C. (2003) Service Engineering Industrieller Dienstleistungen (Service Engineering of industrial Services), In: H -J. Bullinger and A. Scheer (Eds.), Service Engineering: Entwicklung und Gestaltung innovativer Dienstleistungen (Service Engineering: Development and confirmation of innovative services), Berlin, Heidelberg, New York: Springer, 443–466.Google Scholar
  30. Luczak, H., and Gill, C. (2003) Service Engineering Industrieller Dienstleistungen (Service Engineering of industrial Services), In: Proceedings of the 7th Southeast Asian Ergonomics and 4th Malaysian Ergonomics Conference (SEAMEC), 19-22 May 2003, Eds.: Khalid, H.M.; Yong, L.T.; Kion, L.N., University Malaysia Sarawak, Kuching, Sarawak, Malaysia 2003, 346-353.Google Scholar
  31. Luczak, H., and Gudergan, G. (2009) The evolution of service engineering - towards the implementation of designing integrative solutions, Introduction to Service Engineering, Whiley 2009.Google Scholar
  32. Luczak, H., Kuster, J., Reddemann, A., Scherrer, U., and Sontow, K. (2000) Service Engineering – Der systematische Weg von der ldee zum Leistungsangebot (Service Engineering – from the idea to the service offer), München: TCW.Google Scholar
  33. Meyer, M. H., and DeTore, A. (1999) Product Development for Services, Academy of Management Executive, 13 (3), 64–76.Google Scholar
  34. Ramaswamy, R. (1996) Design and Management of Service Processes - Keeping Customers for Life. Reading: Addison-Wesley.Google Scholar
  35. Rust, R.T., Lemon, K.N., and Zeithaml, V.A. (2004, January) Return on marketing: Using customer equity to focus marketing strategy. J. of Marketing 68, 109–127.CrossRefGoogle Scholar
  36. Schaude, G. (1992) Kreativitäts-, Problemlösungs- und Präsentationstechniken Eschborn: RKW.Google Scholar
  37. Scheuing, E. E., and Johnson, E. M. (1989) A Proposed Model for New Service Development, Journal of Service Marketing 3 (2), 25–34.CrossRefGoogle Scholar
  38. Schutze, A., (2001) Ansatz zur prozessorientierten Planung Industrieller Dienstleistungen (Approach to process-oriented planning of industrial services), Dissertation, Dortmund.Google Scholar
  39. Shostack, L. (1984) Designing services that deliver, Harvard Business Review, 62 (1), 133–139.Google Scholar
  40. Schuh, G., Friedli, T., and Gebauer, H. (2004) Fit for Service: Industrie als Dienstleister, Carl Hanser Verlag, München, Wien.Google Scholar
  41. Schuh, G., and Gudergan, G. (Eds.) (2007) Fakten und Trends im Service 2007 (Facts and trends in services 2007), Klinkenberg, Aachen.Google Scholar
  42. Schuh, G., and Gudergan, G. (Eds.) (2008) Fakten und Trends im Service 2008 (Facts and trends in services 2008). Verlag Klinkenberg, Aachen.Google Scholar
  43. Sontow, K. (2000) Frühe Phasen des Service Engineering - Dienstleistungsplanung in Unternehmen des Maschinen- und Anlagenbaus, Dissertation Aachen: Shaker.Google Scholar
  44. Suh, N. P. (1990) The Principles of Design, New York: Oxford University Press.Google Scholar
  45. Sundbo, J. (1997) Management of Innovation in Services Service lndustries Journal 17 (3), 432–455.CrossRefGoogle Scholar
  46. VDI (1980) VDI-Richtlinie 2220 - Produktplanung - Ablauf; Begriffe und Organisation (Planning the product - development, terms and organization), Düsseldorf: VDI.Google Scholar
  47. VDI (1993) VDI-Richtlinie 2221- Methodik zum Entwickeln und Konstruieren technischer Systeme und Produkte (Methodology for the development and construction of technical systems and products), Dusseldorf: VDI.Google Scholar
  48. Womack, J. P. and Jones, D. T. (2005) Lean Solutions: How Companies and Customers Can Create Value and Wealth Together. New York, NY: Free Press.Google Scholar
  49. Woodruff, R.B. (1997) Customer Value, The Next Source for Competitive Advantage, in: Journal of the Academy of Marketing Science, 25(2), 139–153.CrossRefGoogle Scholar
  50. Zeithaml, V. A., Parasurarnan, A., and Berry, L. L. (1985) Problems and Strategies in Service Marketing. Journal of Marketing, 49 (2), 33–46.CrossRefGoogle Scholar

Copyright information

© Springer Science+Business Media, LLC 2010

Authors and Affiliations

  1. 1.FIR RWTHAachen UniversityAachenGermany

Personalised recommendations