@misc{GliemKlabuhnLitwin, author = {Gliem, Silvia and Klabuhn, Janny and Litwin, Nadine}, title = {The Promoting Force of Technology for Service Innovation in High-Tech Industries}, series = {Technology Innovation Management Review}, volume = {4}, journal = {Technology Innovation Management Review}, number = {5}, issn = {1927-0321}, pages = {40 -- 49}, language = {en} } @incollection{GliemHipp, author = {Gliem, Silvia and Hipp, Christiane}, title = {Struggling at the Front Line: ICT and Service Innovation}, series = {Service Innovation}, booktitle = {Service Innovation}, editor = {Toivonen, Marja}, publisher = {Springer}, address = {Japan}, isbn = {978-4-431-54921-5}, doi = {10.1007/978-4-431-54922-2_8}, pages = {171 -- 184}, abstract = {Information and communication technologies (ICT) are one of the drivers of service innovation. In many services, the introduction of ICT has resulted in significant changes in relation to service provision and service delivery. It has triggered the development of self-services and remote services, for instance. The acceptance and adoption of technology by service providers and service customers has become an important issue in service research. Being now at a state where technology, especially ICT, forms part of our everyday lives and work routines, it is time to extend research in this field from aspects of technology acceptance and technology adoption to aspects of technology usage. Focusing on face-to-face service encounters, we will elaborate the advantages and disadvantages of ICT, taking into account customers and frontline employees. The concept of ICT literacy will be introduced in order to provide the means for further research.}, language = {en} } @misc{HalilovicLitwinGliemetal., author = {Halilovic, Jadranka and Litwin, Nadine and Gliem, Silvia and Hipp, Christiane}, title = {Halilovic, The hybrid learning university: insights, challenges, and lessons learned from best practice at Brandenburg University of Technology}, series = {International Journal of Learning and Teaching}, volume = {2}, journal = {International Journal of Learning and Teaching}, number = {2}, issn = {2377-2905}, doi = {10.18178/ijlt.2.2.148-155}, pages = {148 -- 155}, abstract = {The following paper discusses the applied instruments of hybrid learning in the context of university education, especially video lectures, classroom response system and online-learning-diaries. We will demonstrate the application of hybrid learning instruments within different courses in combination with traditional learning elements at the Brandenburg University of Technology Cottbus-Senftenberg (BTU C-S). Using an embedded single case study design, we conducted an in-depth analysis of the applied instruments of hybrid learning including data from student's course evaluations, examination results, and log data from Moodle. The results show a varying picture. Video lectures match to the student's demand of flexibility, e.g. caused by the need of fulfilling a part time job. Classroom response systems are perceived as appropriate means of improving comprehension and repetition of course contents. Overall online-learning-diaries help intensify the learning experience and enhance student's self-reflection. In addition, the learning process itself and the combination of elements of traditional and the hybrid learning approach play a special role.}, language = {en} } @inproceedings{GliemBoegerGoegletal., author = {Gliem, Silvia and Boeger, Astrid  and Goegl, Harald and Hipp, Christiane}, title = {Evaluation of design thinking for the creation of service innovations in developing countries}, series = {Proceedings, The 25th Annual RESER Conference "Innovative Services in the 21st Century", Copenhagen, Denmark}, booktitle = {Proceedings, The 25th Annual RESER Conference "Innovative Services in the 21st Century", Copenhagen, Denmark}, publisher = {Roskilde University}, isbn = {978-87-7349-921-4}, language = {en} } @inproceedings{GliemKlabuhn, author = {Gliem, Silvia and Klabuhn, Janny}, title = {Occupational Health and Safety and its Interdependencies with Employee Satisfaction, employee Motivation, and Productivity in Services - A Systematic Literature Review}, series = {Proceedings, 24th Annual RESER Conference, Helsinki, Finland, Services and New Societal Challenges: Innovation for Sustainable Growth and Welfare}, booktitle = {Proceedings, 24th Annual RESER Conference, Helsinki, Finland, Services and New Societal Challenges: Innovation for Sustainable Growth and Welfare}, publisher = {VTT}, address = {Espoo}, isbn = {978-951-38-7436-0}, pages = {456 -- 467}, language = {en} } @incollection{GliemHipp, author = {Gliem, Silvia and Hipp, Christiane}, title = {Service Productivities' Next Top Model}, series = {The Palgrave Handbook of Service Management}, booktitle = {The Palgrave Handbook of Service Management}, editor = {Tronvoll, B{\aa}rd and Edvardsson, Bo}, publisher = {Springer Nature Switzerland}, address = {Schweiz}, isbn = {978-3-030-91827-9}, doi = {10.1007/978-3-030-91828-6_37}, pages = {773 -- 799}, language = {en} }