A Roadmap for the Development of a Generic B2B-Service Productivity Model

Michael Dücker, Silke Balzert-Walter, Matthias Bertram, Peter Fettke, Ralph Lichtner, Peter Loos, Thomas Kleinert, Wolfgang Knöll, Horst Kutsch, Harald von Korzfleisch, Gianfranco Walsh, Thomas Wildt

In: Walter Ganz , Florian Kicherer , Alexander Schletz (Hrsg.). RESER 2011 Productivity of Services Next Gen - Beyond Output/Input. European Association for Research on Services (RESER-2011) September 7-10 Hamburg Germany ISBN 978-3-8396-0298-0 Fraunhofer Verlag 2011.


The business press and the economic literature have argued in recent years that more research should be directed at the services sector, espe-cially services between companies (business-to-business, B2B). Despite their economic relevance the markets for B2B-services still remain under-explored. The authors introduce the CustomB2B research project which aims to develop new approaches and models for measuring service pro-ductivity and present the underlying research design as a Roadmap. In this project we address challenges in researching customized B2B-services by using various methods of social research, design-oriented management theory and information systems research. Our objective is to establish a broader understanding of the tension between individualization and standardization of innovative B2B customization processes and in the end to develop a generic productivity measurement model for B2B-services.


Deutsches Forschungszentrum für Künstliche Intelligenz
German Research Center for Artificial Intelligence