FG ABWL, insbesondere Organisation und Unternehmensführung
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BTU
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.
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.
Evaluation of design thinking for the creation of service innovations in developing countries
(2015)
We present an empirical approach to measuring service innovation on the company level
through the analysis of trademarks. Prior empirical investigations in several industries have
shown that a trademark may be used as an innovation indicator. This article explores the
use and relevance of trademarks by conducting a survey in the knowledge-intensive business
services (KIBS) industries with 278 participating companies. Our survey results explain
the use of trademarks as a way to protect innovation and intellectual property for KIBS. In
sum, we show that trademarks can be described as adequate and useful indicators to measure
new service innovations in the KIBS industries. Additionally, we show that trademarks
have the potential to overcome weaknesses of traditional measurement concepts towards
KIBS innovation and might make special surveys redundant in the future.