Service Definitions.pdf
0 likes64 views
The document discusses and critiques 8 different definitions of services: 1. Negative approach (all that's not a product) 2. Service as a process 3. Service as an outcome of a process 4. Service as a contact-intensive product 5. "Service-Dominant Logic" (everything is a service) 6. "IHIP" properties (intangibility, heterogeneity, inseparability, perishability) 7. No change in ownership rights 8. Customer input into the production process While each definition provides some insight, they all have limitations in fully describing what a service is. A unified definition that incorporates the customer experience may be needed.
Service Definitions.pdf
- 3. 1. Negative approach (all that’s not…) 2. Action based (product = process) 3. Action result (change of state) 4. Degree of contact 5. “Service-Dominant Logic” 6. List of properties 7. Non-ownership (temporary disposition) 8. Customer’s input Actually, eight ra t Sense f C
- 4. + No-brainer - Negative definitions are incapable of describing the defined object Definition 1 Negative approach ra t Sense f C
- 5. + It's hard to oppose - Erroneous separation of visible actions from invisible (any economic activity is a process) Service as a process ra t Sense f C Definition 2
- 6. + Service substitutes for self-service - Interaction with any product also has some outcome (change of state) Both service and product do the same job Definition 3 Service as an outcome of some process ra t Sense f C
- 7. + High degree of contact with customer is characteristic of many services - Many but not all! Definition 4 Service as a contact-intensive product ra t Sense f C
- 8. + Does solve the definition problem - Can’t solve all other problems Definition 5 “Service-Dominant Logic” (everything is service) ra t Sense f C
- 9. ± Intangibility ± Heterogeneity ± Inseparability ± Perishability - No list of properties makes a good definition Definition 6 “IHIP” ra t Sense f C
- 10. + Important attribute of all and any service - No use for service design Definition 7 No change in ownership rights ra t Sense f C
- 11. + Explains all distinctive features of service vs. manufactured good + Irreprehensible Definition 8 Customer’s input ra t Sense f C
- 12. With services, the customer provides significant inputs into the production process. Without those inputs the end product cannot be produced. The input may be the customer him(her)self, his(her) property, or the information he(she) possesses. Unified Services Theory Scott E. Sampson, 2001 ra t Sense f C
- 13. Unified Services Theory S.Fließ, M.Kleinaltenkamp, 2004 ra t Sense f C
- 14. What service ACTUALLY is Imagine that your employees: - Incompetent - Dictate how you should do your work - Come and go whenever they want - Shift on you the blame for their own faults and mistakes - And with all this you can’t fire them! ra t Sense f C If you’re in the service business – Meet your customer!
- 15. Thank you! Sergey Khromov-Borisov khromov@sensecraft.eu ra t Sense f C