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WerkstattBericht

The present omnibus volume is based on results of the project "Service Engineering in the Housing Sector" conducted from 2001 to 2004 by the IZT Institute for Futures Studies and Technology Assessment in Berlin, the IÖW Institute for Ecological Economy Research in Berlin and Heidelberg, and the University of Hannover - Department of Marketing I: Marketing and Consumer Research. In order to gain results of practical use, the research institutes cooperated with four companies: GSW Gemeinnützige Siedlungs- und Wohnungsbaugesellschaft mbH in Berlin, Gundlach Wohnungsunternehmen GmbH in Hannover, ServiceHaus Service-GmbH für Modernes Wohnen und Leben in Mannheim and GBG - Mannheimer Wohnungsbaugesellschaft mbH. The project was funded by the German Federal Ministry of Education and Research. The WerkstattBericht No. 65 include the following articles:

H.Jonuschat; M.Scharp: "Situationsanalyse und Service Creation in der Praxis" (Situation Analysis and Service Creation in Practice):
Overview on different possibilities for managing the first phases of service engineering by exploring the companies situation and relevant service ideas.
D.Scheer, G.Scholl; T.Schneider: " ServiceHaus GmbH - Dienstleistungen ‚Rund um das Wohnen’ aus einer Hand" (ServiceHaus Ltd. - One-stop Home Service Provision):
Practical example of Service Engineering by the development of ICT-services and portraying the service provider Service-Haus Ltd, which was found as a provider of homeservices.
D.Scheer: "Dienstleistungskooperationen in der Wohnungswirtschaft" ("Service Cooperation in the Housing Sector"):
The article presents all forms of institutional arrangements for a home service provision.
D.Hohm, M.Wendtland: "Mieterbarometer - Servicequalität und Kundenzufriedenheit im Unternehmensvergleich" (Tenants’ Barometer: Service Quality and Customer Satisfaction in Company Comparison):
The article is dedicated to the survey of customers’ satisfaction as instrument to integrate the tenants’ demands in the Service Engineering process.
D.Scheer: "Kundenintegration mit Fokusgruppen" (Integrating Customers via Focus Groups):
The author explains the focus group method by which customer demands can be integrated in the development of services.
M.Scharp; H.Jonuschat "Wohnbegleitende Dienstleistungen" (Examples for a Home Service Offer):
The article presents the wide range of possibilities for housing companies to provide home services

  • Scharp, Michael und Jonuschat, Helga (Hrsg.)(2004): Service Engineering. Entwicklungsverfahren, Praxisbeispiele und Dienstleistungen der Wohnungswirtschaft. WerkstattBericht Nr. 65. Berlin: IZT – Institut für Zukunftsstudien und Technologiebewertung. Download (837.4 KB)