The executive agenda for achieving superior service performance
Process partnering, keeping smart shoppers, leveraging the business potential of remote services technology, and strengthening the business management capabilities of service organizations are key convergent priorities of executives and senior managers in service organizations. The 2009 future service management study provides a 360-degree view of the priorities of leading services organization in key industries of the German economy. The study delivers focused analyses for shaping the strategic agenda of service executives. The future service management panel is a joint project of the Association for Services Management International German Chapter, Wiesbaden, and the International Business School of Service Management, Hamburg.