Skip to main content
SpringerLink
Log in

Der Mensch als Teil der Innovation – Eine „Service Canvas“ als anwendungsorientierter Bezugsrahmen

  • Chapter
  • First Online:
Automatisierung und Personalisierung von Dienstleistungen

Part of the book series: Forum Dienstleistungsmanagement ((FD))

Zusammenfassung

Um personennahen Dienstleistungen (PD) weiterzuentwickeln und in ihrem Umfeld soziale und technische Innovationen zu generieren, ist ein kundenwertorientierter Ansatz im Zusammenspiel mit dem Einsatz neuer Technologien von Bedeutung. Anhand einer aus der Theorie verschiedener Wissenschaften hergeleiteten Betrachtung werden hierfür relevante Einflussfaktoren identifiziert. Die ‚Service Canvas‘ stellt im Ergebnis einen anwendungsorientierten Bezugsrahmen dar, der sowohl die Potenziale der Digitalisierung berücksichtig, als auch den Menschen als Teil der Innovation einbezieht.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 64.99
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Hardcover Book
USD 84.99
Price excludes VAT (USA)
  • Durable hardcover edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

Literatur

  • Akaka, M.A./Vargo, S.L. (2015): Extending the context of service – From encounters to ecosystems, in: Journal of Services Marketing, Vol. 29, No. 6/7, S. 453-462.

    Google Scholar 

  • Akaka, M.A./Vargo, S.L./Jensen Schau, H. (2015): The context of experience, in: Journal of Service Management, Vol. 26, No. 2, S. 206-223.

    Google Scholar 

  • Arnold, C./Kiel, D./Voigt, K.-I. (2016): How the industrial internet of things changes business models in different manufacturing industries, in: International Journal of Innovation Management, Vol. 20, No. 8, S. 1-25.

    Google Scholar 

  • Barrett, M./Davidson, E./Prabhu, J./Vargo, S.L. (2015): Service innovation in the digital age – Key Contributions and Future Directions, in: MIS Quarterly, Vol. 39, No. 1, S. 135-154.

    Google Scholar 

  • Barrett, M.I./Davidson, E./Fayard, A.-L./Vargo, S.L. (2012): Being innovative about service innovation – Service, design and digitalization, in: Proceedings of the International Conference on Information Systems (ICIS) 2012, Orland, Florida, S. 1-6.

    Google Scholar 

  • Beck, U (1997): Individualisierung und Integration – Versuch einer Problemskizze, in: Beck, U./Sopp, P. (Hrsg.): Individualisierung und Integration – Neue Konfliktlinien und neuer Integrationsmodus?, Wiesbaden, S. 9-19.

    Google Scholar 

  • Becker, W./Ulrich, P./Botzkowski, T. (2017): Industrie 4.0 im Mittelstand – Best Practices und Implikationen für KMU, Wiesbaden.

    Google Scholar 

  • Blazevic, V./Lievens, A. (2008): Managing innovation through customer coproduced knowledge in electronic services – An exploratory study, in: Journal of the Academy of Marketing Science, Vol. 36, No. 1, S. 138-151.

    Google Scholar 

  • Boulding, W./Staelin, R./Ehret, M./Johnston, W.J. (2005): A customer relationship management roadmap – What is known, potential pitfalls, and where to go, in: Journal of Marketing, Vol. 69, No. 4, S. 155-166.

    Google Scholar 

  • Boyd, D.E./Spekman, R.E. (2004): Internet usage within B2B relationships and its impact on value creation – A conceptual model and research propositions, in: Journal of Business-to-Business Marketing, Vol. 11, No. 1-2, S. 9-34.

    Google Scholar 

  • Brennen, J.S./Kreiss, D. (2016): Digitalization, in: The international encyclopedia of comunication theory and philosophy, S. 1-11.

    Google Scholar 

  • Butcher, J./Dalton, B. (2014): Cross-sector partnership and human services in Australian states and territories – Reflections on a mutable relationship, in: Policy and Society. Vol. 33, No. 2, S. 141-153.

    Google Scholar 

  • Chase, R.B. (1981): The customer contact approach to services – Theoretical bases and practical extensions, in: Operations Research, Vol. 29, No. 4, S. 698-706.

    Google Scholar 

  • Chatterjee, S. (2013): Simple rules for designing business models, in: California Management Review, Vol. 55, No. 2, S. 97-124.

    Google Scholar 

  • Chen, S.-C./Quester, P.G. (2006): Modeling store loyalty – Perceived value in market orientation practice, in: Journal of Services Marketing, Vol. 20, No. 3, S. 188-198.

    Google Scholar 

  • Cheng, C./Huizingh, K.R.E. (2014): When is open innovation beneficial? The role of strategic orientation, in: The Journal of Product Innovation Management. Vol. 31, No. 6, S. 1235-1253.

    Google Scholar 

  • Chuang, Y.-C./Hsieh, Y.-H. (2015): The key successful factors of customer service experience, in: Proceedings of Americas Conference on Information Systems (ACIS) 2015, Puerto Rico, S. 1-8.

    Google Scholar 

  • Cinqini, L./Di Minin, A./Varaldo, R. (2013): New business models and value creation – A service science perspective, SxI – Springer for Innovation/SxI – Springer per l’Innovazione, Mailand.

    Google Scholar 

  • Cronin, J.J./Brady, M.K./Hult, G.T.M. (2000): Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments, in: Journal of Retailing, Vol. 76, No. 2, S. 193-218.

    Google Scholar 

  • Danneels, E. (2002): The dynamics of product innovation and firm competences, in: Strategic Management Journal, Vol. 23, No. 12, S. 1095-1121.

    Google Scholar 

  • Duening, T.N./Click, R.L. (2005): Essentials of business process outsourcing, New Jersey.

    Google Scholar 

  • Dyer, J.H./Singh, H. (1998): The relational view – Cooperative strategy and sources of interorganizational competitive advantage, in: The Academy of Management Review, Vol. 23, No. 4, S. 660-679.

    Google Scholar 

  • Eggert, A./Ulaga, W./Frow, P./Payne, A. (2018): Conceptualizing and communicating value in business markets – From value in exchange to value in use, in: Industrial Marketing Management, Vol. 69, S. 80-90.

    Google Scholar 

  • Emden, Z./Calantone, R.J./Droge, C. (2006): Collaborating for new product development – Selecting the partner with maximum potential to create value, in: Journal of Product Innovation Management, Vol. 23, No. 4, S. 330-341.

    Google Scholar 

  • Gale, B./Gale, B.T./Wood, R.C. (1994): Managing customer value – Creating quality and service that customers can see, New York.

    Google Scholar 

  • Georgi, D./Mink, M. (2013): eCCIq – The quality of electronic customer-to-customer interaction, in: Journal of Retailing and Consumer Services, Vol. 20, No. 1, S. 11-19.

    Google Scholar 

  • Gimpel, H./Röglinger, M. (2015): Digital transformation – Changes and Chances – Insights based on an empirical Study, in: Project Group Business and Information Systems Engineering (BISE) of the Fraunhofer Institute for Applied Information Technology FIT, Augsburg/Bayreuth, S. 1-20.

    Google Scholar 

  • Greenberg, P.S./Greenberg, R.H. (2008): The role of trust in the governance of business process outsourcing relationships – A transaction cost economics approach, in: Business Process Management Journal, Vol. 14, No. 5, S. 593-608.

    Google Scholar 

  • Gregor, S./Hevner, A.R. (2013): Positioning and presenting design science research for maximum impact, in: MIS Quarterly, Vol. 37, No. 2, S. 337-355.

    Google Scholar 

  • Grönroos, C. (2000): Service management and marketing – A customer relationship management approach, West Sussex.

    Google Scholar 

  • Grönroos, C. (2008): Service logic revisited – Who creates value? And who co-creates?, in: European Business Review, Vol. 20, No. 4, S. 298-314.

    Google Scholar 

  • Grönroos, C. (2011a): A service perspective on business relationships – The value creation, interaction and marketing interface, in: Industrial Marketing Management, Special issue on Service-Dominant Logic in Business Markets, Vol. 40, No. 2, S. 240-247.

    Google Scholar 

  • Grönroos, C. (2011b): Value co-creation in service logic – A critical analysis, in: Marketing Theory, Vol. 11, No. 3, S. 279-301.

    Google Scholar 

  • Heinonen, K. (2008): The role of digital service encounters on customers’ perceptions of companies, in: Journal of Electronic Commerce in Organizations, Vol. 6, No. 2, S. 1-10.

    Google Scholar 

  • Hess, T. (2019): Digitale Transformation strategisch steuern – Vom Zufallstreffer zum systematischen Vorgehen, Wiesbaden.

    Google Scholar 

  • Hevner, A.R./March, S.T./Park, J./Ram, S. (2004): Design science in information systems research, in: MIS Quarterly, Vol. 28, No. 1, S. 75-105.

    Google Scholar 

  • von Hippel, E. (1994): “Sticky information“ and the locus of problem solving – Implications for innovation, in: Management Science, Vol. 40, No. 4, S. 429-439.

    Google Scholar 

  • Holbrook, M.B. (2006): Consumption experience, customer value, and subjective personal introspection – An illustrative photographic essay, in: Journal of Business Research. (Special Section – The 2005 La Londe Seminar), Vol. 59, No. 6, S. 714-725.

    Google Scholar 

  • Holbrook, M.B. (1996): Special session summary customer value C a framework for analysis and research, in: Advances in Consumer Research, Vol. 23, No. 1, S.138-142.

    Google Scholar 

  • Holland, C.P./Naudé, P. (2004): The metamorphosis of marketing into an information-handling problem, in: Journal of Business & Industrial Marketing, Vol. 19, No. 3, S. 167-177.

    Google Scholar 

  • Homburg, C./Kuehnl, C. (2014): Is the more always better? A comparative study of internal and external integration practices in new product and new service development, in: Journal of Business Research, Vol. 67, No. 7, S. 1360-1367.

    Google Scholar 

  • Kiel, D./Arnold, C./Voigt, K.-I. (2017): The influence of the industrial Internet of Things on business models of established manufacturing companies – A business level perspective, in: Technovation, Vol. 68, No. 1, S. 4-19.

    Google Scholar 

  • Kleinschmidt, S./Burkhard, B./Hess, M./Peters, C./Leimeister, J.M. (2016a): Towards design principles for aligning human-centered service systems and corresponding business models, in: Proceedings of the International Conference on Information Systems (ICIS) 2016, Dublin, S. 1-11.

    Google Scholar 

  • Kleinschmidt, S./Peters, C./Leimeister, J.M. (2016b): ICT-enabled service innovation in human-centered service systems: A systematic literature review, in: Proceedings of the International Conference on Information Systems (ICIS) 2016, Dublin, S. 1-18.

    Google Scholar 

  • Knight, G.A./Kim, D. (2009): International business competence and the contemporary firm, in: Journal of International Business Studies, Vol. 40, No. 2, S. 255-273.

    Google Scholar 

  • Kölmel, B./Pfefferle, T./Bulander, R. (2019): Mega-Trend Individualisierung – Personalisierte Produkte und Dienstleistungen am Beispiel der Verpackungsbranche, in: Tagungsband 13, wissenschaftlicher interdisziplinärer Kongress für Dialogmarketing 2019, Pforzheim, S. 243-260.

    Google Scholar 

  • Lasker, R.D./Weiss, E.C. (2003): Creating partnership synergy – The critical role of community stakeholders, in: Journal of health and human services administration, Vol. 26, No. 1, S. 119-139.

    Google Scholar 

  • Lattemann, C./Robra-Bissantz, S. (2019): Personennahe Dienstleistungen in der digitalen Transformation, in: IM+io Best & Next Practices aus Digitalisierung, Management und Wissenschaft, 4. Jg., Nr. 1, S. 74-77.

    Google Scholar 

  • Lattemann, C./Robra-Bissantz, S. (2006): Customer governance – IC based concepts for a successful customer integration, in: Hannula, M./Järvelin, A.-M./Seppä, M. (Hrsg.) Frontiers of e-Business research (FeBR2005), S. 193-205.

    Google Scholar 

  • Laursen, K./Salter, A. (2006): Open for innovation – The role of openness in explaining innovation performance among U.K. manufacturing firms, in: Strategic Management Journal, Vol. 27, No. 2, S. 131-150.

    Google Scholar 

  • Lurey, J./Raisinghani, M. (2001): An emprical study of best practices in virtual teams, in: Journal Information and Management, Vol. 38, No. 8, S. 523-544.

    Google Scholar 

  • Lusch, R.F./Nambisan, S. (2015): Service innovation – A service-dominant logic perspective, in: MIS Quarterly, Vol. 39, No. 1, S. 155-171.

    Google Scholar 

  • Lusch, R.F./Vargo, S.L./Tanniru, M. (2010): Service, value networks and learning, in: Journal of the Academy of Marketing Science, Vol. 38, No.1, S. 19-31.

    Google Scholar 

  • Mazzone, D.M. (2014): Digital or death – Digital transformation – The only choice for business to survive smash and conquer, Mississauga.

    Google Scholar 

  • Menschner, P./Peters, C./Leimeister, J.M. (2011): Engineering knowledge-intense, person-oriented services – A state of the art analysis, in: Proceedings of the European Conference on Information Systems (ECIS) 2011, Helsinki, S. 1-12.

    Google Scholar 

  • Merz, M.A./He, Y./Vargo, S.L. (2009): The evolving brand logic – A service-dominant logic perspective, in: Journal of the Academy of Marketing Science, Vol. 37, No. 3, S. 328-344.

    Google Scholar 

  • Mezger, F. (2014): Toward a capability-based conceptualization of business model innovation – Insights from an explorative study, in: R&D Management, Vol. 44, No. 5, S. 429-449.

    Google Scholar 

  • Mills, P.K./Chase, R.B./Margulies, N. (1983): Motivating the client/employee system as a service production strategy, in: The Academy of Management Review, Vol. 8, No. 2, S. 301-310.

    Google Scholar 

  • Mills, P.K./Margulies, N. (1980): Toward a core typology of service organizations, in: Academy of Management Review, Vol. 5, No. 2, S. 255-266.

    Google Scholar 

  • Mizik, N./Jacobson, R. (2003): Trading off between value creation and value appropriation – The financial implications of shifts in strategic emphasis, in: Journal of Marketing, Vol. 67, No. 1, S. 63-76.

    Google Scholar 

  • Nambisan, S. (2002): Designing virtual customer environments for new product development – Toward a theory, in: The Academy of Management Review, Vol. 27, No. 3, S. 392-413.

    Google Scholar 

  • Nambisan, S. (2013): Information technology and product/service innovation – A brief assessment and some suggestions for future research, in: Journal of the Association for Information Systems, Vol. 14, No. 4, S. 215-226.

    Google Scholar 

  • Ndubisi, N.O./Iftikhar, K. (2012): Relationship between entrepreneurship, innovation and performance, in: Journal of Research in Marketing and Entrepreneurship, Vol. 14, No. 2, S. 214-236.

    Google Scholar 

  • Nicholls, R. (2005): Interactions between service customers – Managing on-site, customer-to-customer, interactions for service advantage, in: Prace Habilitacyjne/Akademia Ekonomiczna w Poznaniu, Vol. 21, No. 1, S. 273.

    Google Scholar 

  • Pagani, M. (2013): Digital business strategy and value creation – Framing the dynamic cycle of control points, in: MIS Quarterly, Vol. 37, No. 2, S. 617-632.

    Google Scholar 

  • Parasuraman, A. (1997): Reflections on gaining competitive advantage through customer value, in: Journal of the Academy of Marketing Science, Vol. 25, No. 2, S. 154-161.

    Google Scholar 

  • Patrício, L./Fisk, R.P./Falcão e Cunha, J. (2008): Designing multi-interface service experiences – The service experience blueprint, in: Journal of Service Research, Vol. 10, No. 4, S. 318-334.

    Google Scholar 

  • Payne, A./Frow, P./Eggert, A. (2017): The customer value proposition – Evolution, development, and application in marketing, in: Journal of the Academy of Marketing Science, Vol. 4, No. 45, S. 467-489.

    Google Scholar 

  • Perl, A./Zrinscak, S./Robra-Bissantz, S. (2017): Situationsorientierte, ubiquitäre Arbeitsplatz-IT für Wissensarbeiter, in: HMD Praxis der Wirtschaftsinformatik, 54. Jg., Nr. 6, S. 917-934.

    Google Scholar 

  • Peschl, A. (2018): Virtuelle Kundenintegration – Die Bedeutung der Digitalisierung für die Interaktion bei der Kundenintegration, in: Handbuch Digitale Wirtschaft, S. 1-16.

    Google Scholar 

  • Piller, F./Möslein, K./Ihl, C./Reichwald, R. (2017): Interaktive Wertschöpfung kompakt – Open Innovation, Individualisierung und neue Formen der Arbeitsteilung, Wiesbaden.

    Google Scholar 

  • Piller, F.T./Müller, M. (2004): A new marketing approach to mass customisation, in: International Journal of Computer Integrated Manufacturing, Vol. 17, No. 7, S. 583-593.

    Google Scholar 

  • Plattfaut, R./Niehaves, B./Voigt, M./Malsbender, A./Ortbach, K./Poeppelbuss, J. (2015): Service innovation performance and information technology – An empirical analysis from the dynamic capability perspective, in: International Journal of Innovation Management, Vol. 19, No. 4, S. 1-12.

    Google Scholar 

  • Plattfaut, R./Niehaves, B./Voigt, M./Malsbender, A./Ortbach, K./Poeppelbuss, J. (2013): IT and collaboration in service innovation – A dynamic capability perspective, in Proceedings of the European Conference on Information Systems (ECIS) 2013, Utrecht, S. 1-14.

    Google Scholar 

  • Prahalad, C.K. (2000): Co-opting customer competence, in: Harvard Business Review, Vol. 78, No. 1, S. 79-90.

    Google Scholar 

  • Prahalad, C.K./Ramaswamy, V. (2004): Co-creation experiences – The next practice in value creation, in: Journal of Interactive Marketing, Vol. 18, No. 3, S. 5-14.

    Google Scholar 

  • Randrup, N.L./Druckenmiller, D.A./Briggs, R.O. (2016): Philosophy of collaboration, in: Proceedings of the Hawaii International Conference on System Sciences (HICSS), S. 898-907.

    Google Scholar 

  • Reichwald, R./Piller, F./Meier, R. (2002): E-service customization – Strategien zur effizienten Individualisierung von Dienstleistungen, in: Bruhn, M./Stauss, B. (Hrsg.): Electronic Services, Wiesbaden, S. 225-241.

    Google Scholar 

  • Rindfleisch, A./Moorman, C. (2001): The acquisition and utilization of information in new product alliances – A strength-of-ties perspective, in: Journal of Marketing, Vol. 65, No. 2, S. 1-18.

    Google Scholar 

  • Ritter, T./Gemunden, H.G. (2003): Network competence – Its impact on innovation success and its antecedents, in: Journal of Business Research, Vol. 56, No. 9, S. 745-755.

    Google Scholar 

  • Robra-Bissantz, S. (2018): Entwicklung von innovativen Services in der Digitalen Transformation, in: Bruhn, M./Hadwich, K. (Hrsg.): Service Business Development – Strategien, Innovationen, Geschäftsmodelle – Band 1, Wiesbaden, S. 261-288.

    Google Scholar 

  • Robra-Bissantz, S./Lattemann, C. (2017): 7 rules of attraction, in: HMD Praxis der Wirtschaftsinformatik, 54. Jg., Nr. 5, S. 639-658.

    Google Scholar 

  • Robra-Bissantz, S./Lattemann, C. (2005): Customer integration und customer governance – Neue Konzepte für die Anbieter-Kunden-Beziehung im B2C-E-Business, in: Gemeinschaften in Neuen Medien (GeNeMe), S. 25-38.

    Google Scholar 

  • Robra-Bissantz, S./Siemon, D. (2018): Kooperationen in der Digitalen Wirtschaft, in: HMD Praxis der Wirtschaftsinformatik, 56. Jg., Nr. 1, S. 7-21.

    Google Scholar 

  • Sambamurthy, V./Bharadwaj, A./Grover, V. (2003): Shaping agility through digital options – Reconceptualizing the role of information technology in contemporary firms, in: Management Information Systems Quarterly, Vol. 27, No. 2, S. 237-263.

    Google Scholar 

  • Sampson, S.E. (2000): Customer-supplier duality and bidirectional supply chains in service organizations, in: International Journal of Service Industry Management, Vol. 11, No. 4, S. 348-364.

    Google Scholar 

  • Sánchez-Fernández, R./Iniesta-Bonillo, M.A./Holbrook, M.B. (2009): The conceptualisation and measurement of consumer value in services, in: International Journal of Market Research, Vol. 51, No. 1, S. 1-17.

    Google Scholar 

  • Sandmeier, P. (2009): Customer integration strategies for innovation projects – Anticipation and brokering, in: International Journal of Technology Management, Vol. 48, No. 1, S. 1-23.

    Google Scholar 

  • Schaller, C./Stotko, C.M./Piller, F.T. (2004): Mit Mass Customization basiertem CRM zu loyalen Kundenbeziehungen, in: Hippner, H./Wilde, K.D. (Hrsg.): Grundlagen des CRM – Konzepte und Gestaltung, Wiesbaden, S. 67-89.

    Google Scholar 

  • Schallmo, D.R.A. (2016): Jetzt digital transformieren – So gelingt die erfolgreiche Digitale Transformation Ihres Geschäftsmodells, Wiesbaden.

    Google Scholar 

  • Schallmo, D./Rusnjak, A./Anzengruber, J./Werani, T./Jünger, M. (2017): Digitale Transformation von Geschäftsmodellen – Grundlagen, Instrumente und Best Practices, Wiesbaden.

    Google Scholar 

  • Skålén, P./Pace, S./Cova, B. (2015): Firm-brand community value co-creation as alignment of practices, in: European Journal of Marketing, Vol. 49, No. 3/4, S. 596-620.

    Google Scholar 

  • Sklyar, A./Kowalkowski, C./Tronvoll, B./Sörhammar, D. (2019): Organizing for digital servitization – A service ecosystem perspective, in: Journal of Business Research, Vol. 104, No. 1, S. 450-460.

    Google Scholar 

  • Spiteri, J.M./Dion, P.A. (2004): Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries, in: Industrial Marketing Management, Vol. 33, No. 8, S. 675-687.

    Google Scholar 

  • Straker, K./Wrigley, C. (2016): Emotionally engaging customers in the digital age – The case study of “Burberry love”, in: Journal of Fashion Marketing and Management, Vol. 20, No. 3, S. 276-299.

    Google Scholar 

  • Teece, D.J. (2018): Business models and dynamic capabilities, in: Long Range Planning, Vol. 51, No. 1, S. 40-49.

    Google Scholar 

  • Thorn, N./Müller, R.C. (2006): Innovationsmanagement in KMU, in: Bruch, H./Krummaker, S./Vogel, B. (Hrsg.): Leadership – Best Practices und Trends, Wiesbaden, S. 251-264.

    Google Scholar 

  • Ulaga, W. (2003): Capturing value creation in business relationships – A customer perspective, in: Industrial Marketing Management, Vol. 32, No. 8, S. 677-693.

    Google Scholar 

  • Ulaga, W./Eggert, A. (2005): Relationship value in business markets – The construct and its dimensions, in: Journal of Business-to-Business Marketing, Vol. 12, No. 1, S. 73-99.

    Google Scholar 

  • Um, S.Y./Yoo, Y. (2016): The co-evolution of digital ecosystems, in: Proceedings of International Conference on Information Systems (ICIS) 2016, Dublin, S. 1-15.

    Google Scholar 

  • Vargo, S.L./Maglio, P.P./Akaka, M.A. (2008): On value and value co-creation – A service systems and service logic perspective, in: European Management Journal, Vol. 26, No. 3, S. 145-152.

    Google Scholar 

  • Vargo, S.L./Akaka, M.A. (2009): Service-dominant logic as a foundation for service science – Clarifications, in: Service Science, Vol. 1, No. 1, S. 32-41.

    Google Scholar 

  • Vargo, S.L./Lusch, R.F. (2004): Evolving to a New Dominant Logic for Marketing, in: Journal of Marketing, Vol. 68, No. 1, S. 1-17.

    Google Scholar 

  • Vargo, S.L./Lusch, R.F. (2016): Institutions and axioms – An extension and update of service-dominant logic, in: Journal of the Academy of Marketing Science, Vol. 44, No. 1, S. 5-23.

    Google Scholar 

  • Vargo, S.L./Lusch, R.F. (2008): Service-dominant logic – Continuing the evolution, in: Journal of the Academy of Marketing Science, Vol. 36, No. 1, S. 1-10.

    Google Scholar 

  • Vargo, S.L./Wieland, H./Akaka, M.A. (2015): Innovation through institutionalization – A service ecosystems perspective, in: Industrial Marketing Management, Vol. 44, No. 1, S. 63-72.

    Google Scholar 

  • Venkatraman, N./Henderson, J.C (1998): Real strategies for virtual organizing, in: Sloan Management Review, Vol. 40, No. 1, S. 1-17.

    Google Scholar 

  • Visnjic, I./Neely, A./Jovanovic, M. (2018): The path to outcome delivery – Interplay of service market strategy and open business models, in: Technovation, Vol. 72-73, No. 1, S. 46-59.

    Google Scholar 

  • Wang, Y./Lo, H.-P./Yang, Y. (2004): An integrated framework for service quality, customer value, satisfaction – Evidence from China’s telecommunication industry, in: Information Systems Frontiers, Vol. 6, No. 4, S. 325-340.

    Google Scholar 

  • Wetter-Edman, K./Sangiorgi, D./Edvardsson, B./Holmlid, S./Grönroos, C./Mattelmäki, T. (2014): Design for value co-creation – Exploring synergies between design for service and service logic, in: Service Science, Vol. 6, No. 2, S. 106-121.

    Google Scholar 

  • Wilkinson, I. (2001): A history of network and channels thinking in marketing in the 20th century, in: Australasian Marketing Journal, Vol. 9, No. 2, S. 23-52.

    Google Scholar 

  • Woodruff, R.B. (1997): Customer value – The next source for competitive advantage, in: Journal of the Academy of Marketing Science, Vol. 25, No. 2, S. 139-153.

    Google Scholar 

  • Zeithaml, V.A. (1988): Consumer perceptions of price, quality, and value – A means-end model and synthesis of Evidence, in: Journal of Marketing, Vol. 52, No. 3, S. 2-22.

    Google Scholar 

  • Zeithaml, V.A./Berry, L.L./Parasuraman, A. (1996): The behavioral consequences of service quality, in: Journal of Marketing, Vol. 60, No. 2, S. 31-46.

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Technische Universität Braunschweig, Braunschweig, Deutschland

    Susanne Robra-Bissantz

  2. Jacobs University Bremen gGmbH, Bremen, Deutschland

    Christoph Lattemann, Ricardo Guerrero & Beke Redlich

  3. Institut für Wirtschaftsinformatik, Abteilung Informationsmanagement, TU Braunschweig, Braunschweig, Deutschland

    Anna Maria Lux

  4. Jacobs University Bremen, Bremen, Deutschland

    Simon Fischer

Authors
  1. Susanne Robra-Bissantz
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Christoph Lattemann
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Ricardo Guerrero
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Anna Maria Lux
    View author publications

    You can also search for this author in PubMed Google Scholar

  5. Beke Redlich
    View author publications

    You can also search for this author in PubMed Google Scholar

  6. Simon Fischer
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Susanne Robra-Bissantz .

Editor information

Editors and Affiliations

  1. Wirtschaftswissenschaftliche Fakultät, Universität Basel, Basel, Basel Stadt, Switzerland

    Manfred Bruhn

  2. Lehrstuhl für Dienstleistungsmanagement Fakultät Wirtschafts- und Sozialwissenschaften, Universität Hohenheim, Stuttgart, Baden-Württemberg, Germany

    Karsten Hadwich

Rights and permissions

Reprints and permissions

Copyright information

© 2020 Springer Fachmedien Wiesbaden GmbH, ein Teil von Springer Nature

About this chapter

Check for updates. Verify currency and authenticity via CrossMark

Cite this chapter

Robra-Bissantz, S., Lattemann, C., Guerrero, R., Lux, A.M., Redlich, B., Fischer, S. (2020). Der Mensch als Teil der Innovation – Eine „Service Canvas“ als anwendungsorientierter Bezugsrahmen. In: Bruhn, M., Hadwich, K. (eds) Automatisierung und Personalisierung von Dienstleistungen. Forum Dienstleistungsmanagement. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-30168-2_2

Download citation

  • DOI: https://doi.org/10.1007/978-3-658-30168-2_2

  • Published:

  • Publisher Name: Springer Gabler, Wiesbaden

  • Print ISBN: 978-3-658-30167-5

  • Online ISBN: 978-3-658-30168-2

  • eBook Packages: Business and Economics (German Language)

Publish with us

Policies and ethics

Search

Navigation