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Dienstleistungsengineering und -management
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Dieses Lehrbuch beschftigt sich mit den Grundlagen, zentralen Prozessen und Methoden sowie Anwendungsbeispielen fr die systematische Entwicklung neuer Dienstleistungen (Dienstleistungsengineering) sowie deren Management ber den Lebenszyklus (Dienstleistungsmanagement). Ein Schwerpunkt liegt hierbei auf der Rolle von Informations- und Kommunikationstechnologien (IT) fr die Gestaltung und Erbringung von Dienstleistungen. Das Buch bereitet den aktuellen Stand in Forschung und Praxis ber das Dienstleistungsengineering und management lerngerecht auf und gibt Studenten wie Praktikern Theorien, Methoden und Werkzeuge an die Hand, um Dienstleistungen durch den Einsatz von IT systematisch zu gestalten und effizient zu erbringen und neue Formen der Arbeitsteilung und Wertschpfung fr sich nutzbar zu machen.
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