@inBook{
 title = {From service management towards service competence an entrepreneurial approach},
 type = {inBook},
 year = {2007},
 identifiers = {[object Object]},
 pages = {113-129},
 publisher = {Springer Berlin Heidelberg},
 id = {cae0257f-8ca9-3f23-ada8-77a352e4df12},
 created = {2016-09-13T00:48:26.000Z},
 accessed = {2016-09-05},
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 profile_id = {c7856f8a-4963-3e63-90cb-57986d91c9b0},
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 last_modified = {2016-09-13T05:55:53.000Z},
 read = {false},
 starred = {false},
 authored = {false},
 confirmed = {false},
 hidden = {false},
 abstract = {The shift in entrepreneurial approach from service management to service competencecan be demonstrated by using examples from everyday, real life situations.The following examples outline the different dimensions of service competence. Adirect comparison of service management and what is termed service competenceis used to highlight the necessity of a sustainable competence and a thoroughcomprehension in the context of the service.Example 1: As a father of two young boys, both active skiers and snowboarders,I make every effort to go on an annual ski vacation. On our way to a nice skiresort I usually remain in office mode making numerous phone calls while travellingwith my family. Upon arrival the real stress starts: I have to rush my wife andtell the children to hurry, up to put ski boots, caps, gloves, scarfs, and skis on andto shoulder the snowboard - and then we go for it. Try to visualize this picture:Me - the father - leading the trail shouting commands while the slightly irritatedfamily hurries to stay on track. That is how we approach the chair lift, which issupposed to transport us to the ski slopes. The lift operator spots me, the rest of thefamily on my coat tails, sees my helpless attempts to mobilize my family and themoment of truth is approaching. Can you imagine how the operator reacts? He decidesto take the only action possible: His hand slowly reaches for the lift's emergencystop button and all chairs come to a full stop. He addresses me with the followingwords: 'Good morning, dear father, you are very welcome at our beautifulski resort. Take it easy and have a seat with your family on this chair lift.' To myfamily he adds: 'That is how we always handle stressed-out fathers.' Thanks to hisapproach I finally relax and start enjoying the vacation. We now know that everytime the lift stops on the ride up, another stressed-out father is beginning his family-vacation. This story happened four years ago and the amazing part is that wereturned the following season where the same lift operator was waiting for us andhistory repeated itself. Needless to say my family loves the resort by now becausethey know that we will go there again next year, the operator will speed up my transition into holiday mode no matter what happensin my office, to me this is service competence.Example 2: A friend and I were travelling by a train from Geneva to St.Gallen.In Zurich we had to change trains. Shortly before arriving at Zurich main station,the conductor checked our tickets. As usual we were intensely discussing academicissues and were hardly even aware of his presence. In Zurich we got off thetrain, went to the other side of the platform and boarded the car with the verysmall sign 'St.Gallen' on it. What we did not realize was the fact that the train arrivedfrom St.Gallen and was heading towards Hamburg, Germany, in totally theopposite direction. As we were settling comfortably in the train the same conductorarrived breathlessly at our car and said: 'Dear Sirs, you are in the wrong train,your tickets are for a trip to St.Gallen and not to Hamburg'. He saved us from along detour. As you can imagine we were very pleased with his service competence!I am confident that there is no rule in any railway quality assurance handbookstating that conductors have to go out of their way to get absent-minded professorsonto the right train. In this example, I would label the conductor's actionservice competent.Example 3: The third example is again a very simple yet impressive one. Thelast time I had to fly from Zurich to Berlin, the desk clerk told me at check-in thatthere is another professor from the same university booked on that plane. She thenasked me whether we would like to be seated together. When I boarded the plane,my colleague was very pleased with the attentiveness and service level of theground personnel. We had a very pleasant flight, again a perfect example of servicecompetence.The themes common to these examples of service competence are: They came as a surprise and exceeded customer expectations. They are the kind of services with a unique human touch that can only be deliveredby dedicated, motivated and proactive people. They not only leave a deep impression but also create sustainable customerstrust to the service provider, which is based on mutual respect and is of immenseimportance for customer loyalty. Additionally they can also generategood revenue for the service provider. At first glance, customers believe that the services are of a spontaneous nature.After further consideration customers might realize that the way those servicesare provided is based on a company-wide understanding of customer-service.top-down service management system, but is in fact based on a farmore comprehensive concept that we call service competence. While this conceptallows for spontaneous actions without top-down instructions, it can also be embeddedin a comprehensible structure, a recognizable culture of the service providerand the brand.Following this perspective and based on a system-oriented understanding ofmanagement, which includes the design and governance of socio-technologic systems,service competence features a wider comprehension than service management.The increasing complexity of the corporate environment as well as the internalstructures in the field of strategic management historically focused ondifferent aspects (see Fig. 1).This illustration leads us to some basic conceptual thoughts and to the derivationof the term service competence. © Springer-Verlag Berlin Heidelberg 2007.},
 bibtype = {inBook},
 author = {Fueglistaller, Urs},
 book = {Advances in Services Innovations}
}

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Adirect comparison of service management and what is termed service competenceis used to highlight the necessity of a sustainable competence and a thoroughcomprehension in the context of the service.Example 1: As a father of two young boys, both active skiers and snowboarders,I make every effort to go on an annual ski vacation. On our way to a nice skiresort I usually remain in office mode making numerous phone calls while travellingwith my family. Upon arrival the real stress starts: I have to rush my wife andtell the children to hurry, up to put ski boots, caps, gloves, scarfs, and skis on andto shoulder the snowboard - and then we go for it. Try to visualize this picture:Me - the father - leading the trail shouting commands while the slightly irritatedfamily hurries to stay on track. That is how we approach the chair lift, which issupposed to transport us to the ski slopes. The lift operator spots me, the rest of thefamily on my coat tails, sees my helpless attempts to mobilize my family and themoment of truth is approaching. Can you imagine how the operator reacts? He decidesto take the only action possible: His hand slowly reaches for the lift's emergencystop button and all chairs come to a full stop. He addresses me with the followingwords: 'Good morning, dear father, you are very welcome at our beautifulski resort. Take it easy and have a seat with your family on this chair lift.' To myfamily he adds: 'That is how we always handle stressed-out fathers.' Thanks to hisapproach I finally relax and start enjoying the vacation. We now know that everytime the lift stops on the ride up, another stressed-out father is beginning his family-vacation. This story happened four years ago and the amazing part is that wereturned the following season where the same lift operator was waiting for us andhistory repeated itself. Needless to say my family loves the resort by now becausethey know that we will go there again next year, the operator will speed up my transition into holiday mode no matter what happensin my office, to me this is service competence.Example 2: A friend and I were travelling by a train from Geneva to St.Gallen.In Zurich we had to change trains. Shortly before arriving at Zurich main station,the conductor checked our tickets. As usual we were intensely discussing academicissues and were hardly even aware of his presence. In Zurich we got off thetrain, went to the other side of the platform and boarded the car with the verysmall sign 'St.Gallen' on it. What we did not realize was the fact that the train arrivedfrom St.Gallen and was heading towards Hamburg, Germany, in totally theopposite direction. As we were settling comfortably in the train the same conductorarrived breathlessly at our car and said: 'Dear Sirs, you are in the wrong train,your tickets are for a trip to St.Gallen and not to Hamburg'. He saved us from along detour. As you can imagine we were very pleased with his service competence!I am confident that there is no rule in any railway quality assurance handbookstating that conductors have to go out of their way to get absent-minded professorsonto the right train. In this example, I would label the conductor's actionservice competent.Example 3: The third example is again a very simple yet impressive one. Thelast time I had to fly from Zurich to Berlin, the desk clerk told me at check-in thatthere is another professor from the same university booked on that plane. She thenasked me whether we would like to be seated together. When I boarded the plane,my colleague was very pleased with the attentiveness and service level of theground personnel. We had a very pleasant flight, again a perfect example of servicecompetence.The themes common to these examples of service competence are: They came as a surprise and exceeded customer expectations. They are the kind of services with a unique human touch that can only be deliveredby dedicated, motivated and proactive people. They not only leave a deep impression but also create sustainable customerstrust to the service provider, which is based on mutual respect and is of immenseimportance for customer loyalty. Additionally they can also generategood revenue for the service provider. At first glance, customers believe that the services are of a spontaneous nature.After further consideration customers might realize that the way those servicesare provided is based on a company-wide understanding of customer-service.top-down service management system, but is in fact based on a farmore comprehensive concept that we call service competence. While this conceptallows for spontaneous actions without top-down instructions, it can also be embeddedin a comprehensible structure, a recognizable culture of the service providerand the brand.Following this perspective and based on a system-oriented understanding ofmanagement, which includes the design and governance of socio-technologic systems,service competence features a wider comprehension than service management.The increasing complexity of the corporate environment as well as the internalstructures in the field of strategic management historically focused ondifferent aspects (see Fig. 1).This illustration leads us to some basic conceptual thoughts and to the derivationof the term service competence. © Springer-Verlag Berlin Heidelberg 2007.","bibtype":"inBook","author":"Fueglistaller, Urs","book":"Advances in Services Innovations","bibtex":"@inBook{\n title = {From service management towards service competence an entrepreneurial approach},\n type = {inBook},\n year = {2007},\n identifiers = {[object Object]},\n pages = {113-129},\n publisher = {Springer Berlin Heidelberg},\n id = {cae0257f-8ca9-3f23-ada8-77a352e4df12},\n created = {2016-09-13T00:48:26.000Z},\n accessed = {2016-09-05},\n file_attached = {false},\n profile_id = {c7856f8a-4963-3e63-90cb-57986d91c9b0},\n group_id = {1fd78437-06d9-37cf-b89d-417b03940b66},\n last_modified = {2016-09-13T05:55:53.000Z},\n read = {false},\n starred = {false},\n authored = {false},\n confirmed = {false},\n hidden = {false},\n abstract = {The shift in entrepreneurial approach from service management to service competencecan be demonstrated by using examples from everyday, real life situations.The following examples outline the different dimensions of service competence. 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The lift operator spots me, the rest of thefamily on my coat tails, sees my helpless attempts to mobilize my family and themoment of truth is approaching. Can you imagine how the operator reacts? He decidesto take the only action possible: His hand slowly reaches for the lift's emergencystop button and all chairs come to a full stop. He addresses me with the followingwords: 'Good morning, dear father, you are very welcome at our beautifulski resort. Take it easy and have a seat with your family on this chair lift.' To myfamily he adds: 'That is how we always handle stressed-out fathers.' Thanks to hisapproach I finally relax and start enjoying the vacation. We now know that everytime the lift stops on the ride up, another stressed-out father is beginning his family-vacation. This story happened four years ago and the amazing part is that wereturned the following season where the same lift operator was waiting for us andhistory repeated itself. Needless to say my family loves the resort by now becausethey know that we will go there again next year, the operator will speed up my transition into holiday mode no matter what happensin my office, to me this is service competence.Example 2: A friend and I were travelling by a train from Geneva to St.Gallen.In Zurich we had to change trains. Shortly before arriving at Zurich main station,the conductor checked our tickets. As usual we were intensely discussing academicissues and were hardly even aware of his presence. In Zurich we got off thetrain, went to the other side of the platform and boarded the car with the verysmall sign 'St.Gallen' on it. What we did not realize was the fact that the train arrivedfrom St.Gallen and was heading towards Hamburg, Germany, in totally theopposite direction. 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