http://www.alexandria.unisg.ch University of St.Gallen en Alexandria::new publications Schindlholzer, B., Uebernickel, F., & Brenner, W. (2011). A Method for the Management of Service Innovation Projects in Mature Organizations. International Journal of Service Science, Management, Engineering, and Technology, 2(4), 25-41. --- http://www.alexandria.unisg.ch/publications/206735 2011-11-01 Schindlholzer, B., Gysi, L., Klaas, M., & Brenner, W. (2009). A Maturity Model for the Internationalization of Customer Care in the Automotive Industry. In Proceesings of the European and Mediterranean Conference on Information Systems. --- In the context of customer relationship management, customer care management takes the role of dealing with customer requests as well as complaints. Organizations have to ensure that service quality in customer care centers meets the customers’ expectations to ensure customer satisfaction. The maturity model developed in this paper aims to support a global automotive manufacturer in his ... http://www.alexandria.unisg.ch/publications/198774 2011-01-26 Hochstein, A., Schindlholzer, B., & Brenner, W. (2009). Service Consumer Model: Understanding and Describing Consumers for New Service Development. In Proceedings of the Americas' Conference on Information Systems 2009. --- Against the background of an increasing discrepancy between consumer access to an evergrowing range of products and being increasingly frustrated with the consumption processes, we propose a model for understanding and describing consumers and their behavior holistically. In this paper, a design science approach is used. The model is build on existing concepts such as the concept of consumer ... http://www.alexandria.unisg.ch/publications/198791 2011-01-26 Schindlholzer, B., Uebernickel, F., & Brenner, W. (2010). Management of Service Innovation Projects: A Case Study from a German Financial Services Provider. In AMCIS 2010 Proceedings, Paper 316. --- The ability to design innovative services is becoming an important capability for organizations in the 21st century. Information technology plays a major role as an enabler for a broad range of innovative services, and IT organizations need to design services in collaboration with business units to address evolving customer requirements. This paper offers an exploratory case study on the ... http://www.alexandria.unisg.ch/publications/69906 2010-10-29 Schindlholzer, B., Uebernickel, F., & Brenner, W. (2010). Management of Service Innovation Projects: A Case Study from a German Financial Service Provider. In Proceedings of the 2nd International Symposium on Services Science (ISSS). --- http://www.alexandria.unisg.ch/publications/198617 2010-08-14 Brocke, H., Hau, T., Vogedes, A., Schindlholzer, B., Uebernickel, F., & Brenner, W. (2009). Design Rules for User-Oriented IT Service Descriptions. In Proceedings of the Hawaii International Conference on System Sciences (HICSS-42). --- Customers of complex IT-services increasingly demand integrated value bundles that fit their individual needs. At the same time, IT service providers are facing commoditization of their products and need to standardize their portfolios to realize economies of scale. While approaches to coping with the gap between individual customer demand and the economic necessity of standardization have a long... http://www.alexandria.unisg.ch/publications/67563 2008-12-16