Research Desert Customer Service:
The service economy without service economists Nuremberg/Dusseldorf / Balingen – many companies would like to know how you can turn to the excellent service provider or service innovations to grow. But who helps them and where are the experts? Although 70 percent of German economic performance are provided by services, research and teaching focus still on the classical economics. It is also not surprising that the German economic miracle after World War II based primarily on production and engineering services. I remember very well at times, field sales engineer was also on the cards. In addition, that the topic of service ‘ is broad. That goes by the call center about the catering to maintenance of computers and nuclear power plants. And all these services are difficult to define and often even harder to measure,\”the experience of Gunter Greff, direct marketing expert and editor-in-Chief of the professional services call Center experts.
In German companies, further decreased the proportion of revenue which is achieved by production or in kind, and the services increased. Both disciplines are usually no longer be separated. Computers and photocopiers are produced, must be sold and need other technical facilities. And with the latter, the money is earned. When buying a car, you can haggle today not necessary service.
It has recognized itself the large IBM a few years ago. Ceased the production of large computers, the result is one of the largest service companies worldwide,\”says Garcia. There would be plenty of ideas for service innovation, but research is hardly: so Professor Christian Homburg by the University of Mannheim demanded that services would have to be studied more. He calls on his colleagues and counterparts to cooperate more intensively with other scientists. For example, with psychologists, when it comes to customer service team or communication. Be \”Mr Tilo Bohmann complemented by the international business school of service management in Hamburg: there are themes in the service environment easily, which can explore BWLer only together with other faculties.\” \”Now there is while 15 chairs, which in Germany customer service\” more or less intensively.