Service Engineering -- Service Engineering: State of the Art and Future Trends -- Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers -- Architecture for Service Engineering - The Design and Development of Industrial Service Work -- An engineering tool for the conceptual design of service systems -- Integrated Development of Software and Service - The Challenges of IT-Enabled Service Products -- Service Management -- From Service Management towards Service Competence An Entrepreneurial Approach -- Innovation and Learning in Services - The Involvement of Employees -- Managing Service Networks' Success -- Success Factors in New Service Development and Value Creation through Services -- Service Marketing -- Sustainable Advantages in Service Industries How Can Early Entrants Outperform Latecomers in Service Markets? -- Satisfaction Measurement within the Customer Relationship Life Cycle -- Sustainable Service Research -- Strengthening the Services Sector - Needs for Action and Research -- Standardisation in the Service Sector for Global Markets -- Research and Development for a Sustainable Services Sector -- Future research topics and calls for action.