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Service Engineering Models: History and Present-Day Requirements

Abstract : Since the field of service engineering emerged in the late 20th century, the service industry has undergone drastic changes. Among the reasons for these changes is the increasing digitalization, which has made it difficult for companies to successfully develop new service offerings. While numerous service engineering models are available to provide guidance during the design of new services, many of them cannot keep up with the requirements of today’s economic environment. The present paper examines the requirements that service engineering models need to meet in order to be suitable guidelines for the digital age. To this end, the introduction illustrates how digitalization has changed the service industry. Afterwards, selected service engineering models and related norms are presented. Finally, a set of requirements for modern service engineering models derived from best practices from recent years is introduced.
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Submitted on : Thursday, January 30, 2020 - 10:13:47 AM
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Roman Senderek, Jan Kuntz, Volker Stich, Jana Frank. Service Engineering Models: History and Present-Day Requirements. IFIP International Conference on Advances in Production Management Systems (APMS), Sep 2019, Austin, TX, United States. pp.547-554, ⟨10.1007/978-3-030-29996-5_63⟩. ⟨hal-02460475⟩

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