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Markt- Und Unternehmensstrukturen Bei Technischen Dienstleistungen: Wettbewerbs- Und Kundenvorteile Durch Service Engineering
Paperback
ISBN13: 9783658022853
Publisher: Springer Gabler
Published: Sep 19 2014
Pages: 300
Weight: 0.94
Height: 0.73 Width: 5.83 Depth: 8.27
Language: German
Wolfgang Burr untersucht, wie führende deutsche Dienstleistungsanbieter Effizienz- und Wettbewerbsvorteile realisieren - durch modulare Gestaltung ihrer technischen Dienstleistungen, aufgabenadäquate Leistungstiefengestaltung und Bündelung von Einzeldienstleistungen zu Komplettangeboten aus einer Hand. Der Autor präsentiert in einem ersten Analyseschritt zwei empirische, auf den Stand von 2013 aktualisierte Studien zum Markt für Dienstleistungen der technischen, kaufmännischen und infrastrukturellen Gebäudebewirtschaftung (Facility Management) und zum Markt für IT-Outsourcing-Dienstleistungen in Deutschland. Im nächsten Analyseschritt werden empirische Fallstudien mit vier führenden Dienstleistungsanbietern in diesen beiden Märkten durchgeführt, ergänzt um eine fünfte aktuelle Unternehmensfallstudie mit Bilfinger HSG Facility Management. Der Autor stellt Instrumente und Methoden des Service Engineering dar, die in den untersuchten Unternehmen eingesetzt werden, und identifiziert kritische Erfolgsfaktoren für Anbieter technischer Dienstleistungen.
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