TY - GEN A1 - Gliem, Silvia A1 - Klabuhn, Janny A1 - Litwin, Nadine T1 - The Promoting Force of Technology for Service Innovation in High-Tech Industries T2 - Technology Innovation Management Review Y1 - 2014 UR - http://timreview.ca/article/792 SN - 1927-0321 VL - 4 IS - 5 SP - 40 EP - 49 ER - TY - CHAP A1 - Gliem, Silvia A1 - Hipp, Christiane ED - Toivonen, Marja T1 - Struggling at the Front Line: ICT and Service Innovation T2 - Service Innovation N2 - 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. KW - Service innovation KW - ICT KW - ICT literacy KW - Frontline employees KW - Service encounter KW - Perceived quality KW - Service quality Y1 - 2016 UR - http://link.springer.com/chapter/10.1007/978-4-431-54922-2_8/fulltext.html SN - 978-4-431-54921-5 SN - 978-4-431-54922-2 U6 - https://doi.org/10.1007/978-4-431-54922-2_8 SP - 171 EP - 184 PB - Springer CY - Japan ER - TY - GEN A1 - Halilovic, Jadranka A1 - Litwin, Nadine A1 - Gliem, Silvia A1 - Hipp, Christiane T1 - Halilovic, The hybrid learning university: insights, challenges, and lessons learned from best practice at Brandenburg University of Technology T2 - International Journal of Learning and Teaching N2 - 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. Y1 - 2016 U6 - https://doi.org/10.18178/ijlt.2.2.148-155 SN - 2377-2905 VL - 2 IS - 2 SP - 148 EP - 155 ER - TY - CHAP A1 - Gliem, Silvia A1 - Boeger, Astrid  A1 - Goegl, Harald A1 - Hipp, Christiane T1 - Evaluation of design thinking for the creation of service innovations in developing countries T2 - Proceedings, The 25th Annual RESER Conference "Innovative Services in the 21st Century", Copenhagen, Denmark Y1 - 2015 UR - http://ruconf.ruc.dk/ocs_pics/RESER2015/RESER2015_Proceedings.pdf SN - 978-87-7349-921-4 PB - Roskilde University ER - TY - CHAP A1 - Gliem, Silvia A1 - Klabuhn, Janny T1 - Occupational Health and Safety and its Interdependencies with Employee Satisfaction, employee Motivation, and Productivity in Services – A Systematic Literature Review T2 - Proceedings, 24th Annual RESER Conference, Helsinki, Finland, Services and New Societal Challenges: Innovation for Sustainable Growth and Welfare Y1 - 2014 UR - http://www.reser2014.fi/docs/RESER_2014_Proceedings.pdf SN - 978-951-38-7436-0 SP - 456 EP - 467 PB - VTT CY - Espoo ER - TY - CHAP A1 - Gliem, Silvia A1 - Hipp, Christiane ED - Tronvoll, Bård ED - Edvardsson, Bo T1 - Service Productivities’ Next Top Model T2 - The Palgrave Handbook of Service Management Y1 - 2022 SN - 978-3-030-91827-9 SN - 978-3-030-91830-9 SN - 978-3-030-91828-6 U6 - https://doi.org/10.1007/978-3-030-91828-6_37 SP - 773 EP - 799 PB - Springer Nature Switzerland CY - Schweiz ER -