Skip to main content
SpringerLink
Log in

Service Engineering für IT-basierte Dienstleistungen 50+

  • Chapter
Technologiegestützte Dienstleistungsinnovation in der Gesundheitswirtschaft

  • 3403 Accesses

Zusammenfassung

Die Bevölkerung Deutschlands befindet sich seit einigen Jahren im demografischen Wandel. Während 2008 noch knapp 82 Millionen Menschen in Deutschland lebten, wird die Bevölkerung bis 2060 deutlich schrumpfen (Statistisches Bundesamt 2009). Die abnehmende Bevölkerungszahl ist auf mehrere Faktoren zurückzuführen. Einerseits existiert in Deutschland seit 1972 ein Geburtendefizit, das zudem nicht mehr durch das Wanderungssaldo kompensiert werden kann. Anderseits nimmt die Lebenserwartung aufgrund von besserer Ernährung, höherem Wohlstand und Fortschritten in Medizin und Hygiene stetig zu. Dies hat zur Folge, dass es zu einem signifikanten Anstieg des Anteils der Alten an der Gesamtbevölkerung kommt.

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 69.99
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 79.99
Price excludes VAT (USA)
  • Compact, lightweight 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.

Literaturverzeichnis

  • Alexander, C. 1973: Notes on the Synthesis of Form. Cambridge, MA, USA: Harvard University Press.

    Google Scholar 

  • Berkovich, M./Esch, S./Leimeister, J. M./Krcmar, H. 2009: Requirements engineering for hybrid products as bundles of hardware, software and service elements–a literature review. Wirtschaftinformatik Proceedings 2009: Paper 67.

    Google Scholar 

  • Bessant, J./Maher, L. 2009: Developing Radical Service Innovations In Healthcare - The Role Of Design Methods. International Journal of Innovation Management 13(4): 555–568.

    Article  Google Scholar 

  • Braun, C./Wortmann, F./Hafner, M./Winter, R. 2005: Method construction-a core approach to organizational engineering: ACM.

    Google Scholar 

  • Brinkkemper, S. 1996: Method engineering: engineering of information systems development methods and tools. Information and Software Technology 38(4): 275–280.

    Article  Google Scholar 

  • Bullinger, H.-J./Fähnrich, K.-P./Meiren, T. 2003: Service engineering— methodical development of new service products. International Journal of Production Economics 85(13): 275–287.

    Article  Google Scholar 

  • Chai, K.-H./Zhang, J./Tan, K.-C. 2005: A TRIZ-Based Method for New Service Design. Journal of Service Research 8(1): 48–66.

    Article  Google Scholar 

  • Chuang, P.-T. 2007: Combining Service Blueprint and FMEA for Service Design. Service Industries Journal 27(2): 91–104.

    Article  Google Scholar 

  • Crabtree, A./Nichols, D. M./O'Brien, J./Rouncefield, M./Twidale, M. B. 2000: Ethnomethodologically informed ethnography and information system design. Journal of the American Society for Information Science 51(7): 666–682.

    Article  Google Scholar 

  • Dubberly, H./Evenson, S./Robinson, R. 2008: The Analysis-Synthesis Bridge Model. Interactions 15(2): 57–61.

    Article  Google Scholar 

  • Edvardsson, B/Olsson, J. 1996: Key concepts for new service development. The Service Industries Journal 16(2): 140–164.

    Article  Google Scholar 

  • Essén, A. 2009. The emergence of technology-based service systems: A case study of a telehealth project in Sweden. Journal of Service Management 20(1): 98–121.

    Article  Google Scholar 

  • Fitzsimmons, J. A./Fitzsimmons, M. A. 2005. Service management: operations, strategy, and information technology. Boston: McGraw-Hill/Irwin.

    Google Scholar 

  • Fließ, S./Kleinaltenkamp, M. 2004: Blueprinting the Service Company: Managing Service Processes Efficiently. Journal of Business Research 57(4): 392–404.

    Article  Google Scholar 

  • Froehle, C. M./Roth, A. V. 2007: A Resource-Process Framework of New Service Development. Production & Operations Management 16(2): 169–188.

    Article  Google Scholar 

  • GfK. 2005: Generation 50plus. http://www.gfkps.com/imperia/md/content/ps_de/consumerscope/vortraege/09_05_11_wirtschaftsfaktor_alter_print.pdf, letzter download am 24.02.2010.

  • Gibbs, A. 1997: Focus groups. Social research update 19(8).

    Google Scholar 

  • Glushko, R. J. 2009: Seven Contexts for Service System Design. In: Maglio, P. P./Kieliszewsk, C. A./Spohrer, J. (Hg.): Handbook of Service Science. New York: Springer.

    Google Scholar 

  • Henderson-Sellers, B./Ralyté, J. 2010: Situational method engineering: stateof-the-art review. Journal of Universal Computer Science 16(3): 424–478.

    Google Scholar 

  • Hevner, A. R./March, S. T./Park, J. 2004: Design science in information systems research. Management Information Systems Quarterly 28(1): 75–105.

    Google Scholar 

  • Iachello, G./Truong, K. N./Abowd, G. D./Hayes, G. R./Stevens, M. 2006: Prototyping and sampling experience to evaluate ubiquitous computing privacy in the real world. Proceedings of the SIGCHI conference on Human Factors in computing systems. Montreal, Quebec, Canada, ACM: 1009–1018.

    Google Scholar 

  • Jing-Hua, Li,/Lei, X./Xiu-Lan, W. 2009: New service development using GAP-based QFD: a mobile telecommunication case. International Journal of Services Technology & Management 12(2): 146–174.

    Article  Google Scholar 

  • Jones, D./Gregor, S. 2007: The Anatomy of a Design Theory. Journal of the Association for Information Systems 8(5): 312–335.

    Google Scholar 

  • Kartte, J./Neumann, K./Kainzinger, F./Henke K.-D. 2005: "Innovation und Wachstum im Gesundheitswesen." Roland Berger View 11/2005.

    Google Scholar 

  • Karunakaran, A./Purao, S./Cameron, B. 2009: From" Method Fragments" to" Knowledge Units": Towards a Fine-Granular Approach. ICIS 2009 Proceedings: 108.

    Google Scholar 

  • Kleinberger, T./Becker, M./Ras, E./Holzinger, A./Müller, P. 2007: Ambient Intelligence in Assisted Living: Enable Elderly People to Handle Future Interfaces. In Universal Access in Human-Computer Interaction. Ambient Interaction, 103–112.

    Google Scholar 

  • Kotonya, G./Sommerville, I. 1998: Requirements engineering: Wiley Chichester.

    Google Scholar 

  • Leimeister, J. M./Krcmar, H./Horsch, A./Kuhn, K. 2005: Mobile IT-Systeme im Gesundheitswesen, mobile Systeme für Patienten. HMD-Praxis der Wirtschaftsinformatik 41(244): 74–85.

    Google Scholar 

  • Leimeister, J. M./Glauner, C. 2008: Hybride Produkte–Einordnung und Herausforderungen für die Wirtschaftsinformatik. Wirtschaftsinformatik 50(3): 248–251.

    Article  Google Scholar 

  • Magnusson, P. 2003: Benefits of involving users in service innovation. European Journal of Innovation Management 6: 228–238.

    Article  Google Scholar 

  • Martin, D./Sommerville, I. 2004: Patterns of cooperative interaction: Linking ethnomethodology and design. ACM Trans. Comput.-Hum. Interact. 11(1): 59–89.

    Article  Google Scholar 

  • McDonald, S. 2005: Studying actions in context: a qualitative shadowing method for organizational research. Qualitative research 5(4): 455.

    Article  Google Scholar 

  • Menschner, P./Hartmann, M./Leimeister, J. M. 2010: The nature of knowledge-intensive person-oriented services – challenges for leveraging service engineering potentials. The Second International Symposium on Service Science ISSS 2010, Leipzig, Germany.

    Google Scholar 

  • Menschner, P./Leimeister, J. M. 2010: Systematische Entwicklung mobiler und IT-gestützter Dienstleistungen für die Generation 50+. In: Gatermann, I./Fleck, M. (Hg.): Mit Dienstleistungen die Zukunft gestalten - Impulse aus Forschung und Praxis. Beiträge der 8. Dienstleistungstagung des BMBF. Frankfurt a. M.: Campus Verlag, 85–94.

    Google Scholar 

  • Menschner, P./Leimeister, J.M. 2012: Devising a Method for Developing Knowledge-Intense, Person-Oriented Services – Results from Early Evaluation. Hawaiian International Conference on System Sciences - HICSS 45. Maui.

    Google Scholar 

  • Menschner, P./Peters, C./Leimeister, J. M. 2011: Engineering knowledgeintense, person-oriented services - A state of the art analysis. ECIS 2011 Proceedings.

    Google Scholar 

  • Menschner, P./Prinz, A./Altmann, M./Koene, P./Köbler, F./Krcmar, H./Leimeister, J. M. 2011: Reaching into patients’ homes – participatory designed AAL services - The case of patient-centered nutrition tracking service. Electronic Markets 21(1): 63–76.

    Article  Google Scholar 

  • Menschner, P./Prinz, A/Leimeister, J. M. 2011: Empirically Grounded Design of a Nutrition Tracking System for Patients with Eating Disorders. In: Ahson, S./Ilyas, M. (Hg.): Near field communications handbook. Boca Raton, Fla.; London: Auerbach ; Taylor & Francis, 305–324.

    Chapter  Google Scholar 

  • Naranjo, J.-C./Fernandez, C./Sala, P./Hellenschmidt, M./Mercalli, F. 2009: A Modelling Framework for Ambient Assisted Living Validation. Proceedings of the 5th International on ConferenceUniversal Access in Human-Computer Interaction. Part II: Intelligent and Ubiquitous Interaction Environments, San Diego, CA: Springer-Verlag.

    Google Scholar 

  • Nielsen, J. 1993: Usability engineering. San Francisco, Calif.: Morgan Kaufmann Publishers.

    Google Scholar 

  • Nielsen, J. 1994: Estimating the number of subjects needed for a thinking aloud test. Int. J. Hum.-Comput. Stud. 41(3): 385–397.

    Article  Google Scholar 

  • Odell, J. 1996: A primer to method engineering. In: Brinkkemper, S./Lyytinen, K./Welke, R. (Hg.): Method Engineering. 1–7. London: Chapman & Hall, Ltd.

    Google Scholar 

  • OECD. 2005: Long-Term Care for Older People. Paris: OECD Publishing.

    Book  Google Scholar 

  • OECD. 2009: OECD Health Data 2009. Paris: OECD Publishing.

    Google Scholar 

  • Oliveira, P. M./von Hippel, E A. 2009: Users as Service Innovators: The Case of Banking Services. MIT Sloan Research Paper No. 4748–09.

    Google Scholar 

  • Patrício, L./Fisk, R. P./Cunha, J. F. 2008: Designing Multi-Interface Service Experiences: The Service Experience Blueprint. Journal of Service Research 10(4): 318–334.

    Article  Google Scholar 

  • Pries-Heje, J./Baskerville, R. 2008: The Design Theory Nexus. MIS Quarterly 32(4): 731–755.

    Google Scholar 

  • Prinz, A./Menschner, P./Leimeister, J. M. 2010: Integration verschiedener Sichten in der Dienstleistungsentwicklung. Workshop-Proceedings of the Mensch & Computer - Interaktive Kulturen, Duisburg.

    Google Scholar 

  • Qi, Z./Tan, K. C. 2009: Towards an integrative service design framework. Proceedings of the QUIS 11, Wolfsburg.

    Google Scholar 

  • Resatsch, F./Sandner, U./Leimeister, J. M./Krcmar, H. 2008: Do Point of Sale RFID-Based Information Services Make a Difference? Analyzing Consumer Perceptions for Designing Smart Product Information Services in Retail Business. Electronic Markets 18(3): 216–231.

    Article  Google Scholar 

  • Schermann, M./Gehlert, A./Pohl K./Krcmar, H. 2009: Justifying Design Decisions with Theory-based Design Principles. 17th European Conference on Information Systems (ECIS), Verona, Italy.

    Google Scholar 

  • Scheuing, E. E./Johnson, E. M. 1989: A proposed model for new service development. Journal of Services marketing 3(2): 25–34.

    Article  Google Scholar 

  • Sheehan, J. 2006: Understanding service sector innovation. Commun. ACM 49(7): 42–47.

    Article  Google Scholar 

  • Shostack, L. G. 1982: How to Design a Service. European Journal of Marketing 16(1): 49–63.

    Article  Google Scholar 

  • Simon, H. A. 1996: The Sciences of the Artificial (3rd ed.). Cambridge, MA: MIT Press.

    Google Scholar 

  • Simons, L. P. A./Bouwman, H. 2005: Multi-channel service design process: challenges and solutions. International Journal of Electronic Business 3(1): 50–67.

    Article  Google Scholar 

  • Spohrer, J./Kwan, S. K. 2009: Service Science, Management, Engineering, and Design (SSMED): An Emerging Discipline-Outline & References. International Journal of Information Systems in the Service Sector (IJISSS) 1(3): 1–31.

    Article  Google Scholar 

  • Statistisches Bundesamt 2009: Bevölkerung Deutschland bis 2060. http://www.destatis.de/jetspeed/portal/cms/Sites/destatis/Internet/DE/Presse/pk/2009/Bevoelkerung/pressebroschuere__bevoelkerungsentwicklung2009,property=file.pdf, letzter download am 24.02.2010.

  • van de Kar, E./den Hengst, M. 2009: Involving users early on in the design process: closing the gap between mobile information services and their users. Electronic Markets 19(1): 31–42.

    Article  Google Scholar 

  • Wei, J. C. 2009: Theories and principles of designing lean service process. Service Systems and Service Management, 2009. ICSSSM '09. 6th International Conference on.

    Google Scholar 

  • Wu, L.-C./Wu, L.-H. 2010: Service Engineering: An Interdisciplinary Framework. Journal of Computer Information Systems 51(2): 14–23.

    Google Scholar 

  • Yin, R.K. 1989: Research Design Issues in Using the Case Study Method to Study Management Information Systems. In: Cash, J. I./Lawrence, P. R. (Hg.) The Information Systems Research Challenge: Qualitative Research Methods. 1–6. Boston, Mass.: Harvard Press.

    Google Scholar 

  • Zeithaml, V.A./Bitner, M./Gremler, D. D. 2006: Services marketing: integrating customer focus across the firm. Boston: McGraw-Hill/Irwin.

    Google Scholar 

Download references

Authors
  1. Philipp Menschner
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Andreas Prinz
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Jan Marco Leimeister
    View author publications

    You can also search for this author in PubMed Google Scholar

Editor information

Editors and Affiliations

  1. Mörlenbach, Deutschland

    Karen A. Shire

  2. München, Deutschland

    Jan Marco Leimeister

Rights and permissions

Reprints and permissions

Copyright information

© 2012 Gabler Verlag | Springer Fachmedien Wiesbaden

About this chapter

Cite this chapter

Menschner, P., Prinz, A., Leimeister, J.M. (2012). Service Engineering für IT-basierte Dienstleistungen 50+. In: Shire, K.A., Leimeister, J.M. (eds) Technologiegestützte Dienstleistungsinnovation in der Gesundheitswirtschaft. Gabler Verlag. https://doi.org/10.1007/978-3-8349-3506-9_5

Download citation

Publish with us

Policies and ethics

Search

Navigation