1. Professionalisierung der Entwicklung
innovativer Dienstleistungen
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2. Willkommen im Service-Zeitalter!
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3. Trends in der Serviceentwicklung
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5. Beispiel: Service als Kundenerlebnis
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6. Herausforderungen bei der Serviceentwicklung
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7. Wir haben eine Vision!
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8. Wir haben eine Vision!
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9. Kommunikation über innovative Services
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12. Prozess zur systematischen Serviceentwicklung
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16. Beispiele für Werkzeuge zur Serviceentwicklung
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19. Beispiel: 3D Service Blueprint
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40. Dokumentation: Modellausschnitt 1-X
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42. Warum Service Blueprinting in 3D? (I)
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43. Warum Service Blueprinting in 3D? (II)
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44. Buchvorstellung
Zusammenfassung
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46. Zusammenfassung
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47. Kontakt
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