Kundenbindung durch kosteneffiziente Service Excellence

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Abstract The proceedings of the Fifth Excellence in Service Conference with the title „Customer Loyalty Through Cost-efficient Service Excellence” provide managerial solutions on how to simultaneously handle the supposed conflicting priorities of service excellence and cost efficiency. Because of increased market transparency and continuously growing cost pressure, companies are confronted with the challenge of differentiating themselves from the competition and simultaneously keeping costs low.

This book provides concepts and best-practices giving useful and applicable advice on how to solve this supposed target conflict. Thereby, current trends like digitalization and future concepts like service robotics are discussed. Therefore, this book addresses service professionals, managers of service companies or units as well as scientists who are seeking for concrete guidance, concepts, managerial recommendations and best-practices to handle the balancing act between service excellence and cost efficiency.

With contributions by:
Sabine Elias, Markus Franke, Walter Ganz, Matthias Gouthier, Thorsten Gräber, Jörg Hossenfelder, Sascha Hummel, Stephan Just, Michael Kolbenschlag, Uwe Laue, Matthias Nester, Jens Neuhüttler, Dietrich Paulus, Johannes Pellenz, Volker Reiser, Christine Sasse, Carsten Schulz, Viktor Seib, Claudia Spanier-Dönges, Susanne Szczesny-Oßing, Anne-Sophie Tombeil