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E-Mail Paul.G.Huppertz@servicEvolution.com
Mobile Phone +49-1520-9 84 59 62
Landline Phone +49-6123-74 04 16
XING https://...
Serviciology
Service Terminology & Service Taxonomy
Outline – Structure, Sections & Contents
Intro
• Service – Word, Deriv...
Serviciology
Service Terminology & Service Taxonomy
Outline – Structure, Sections & Contents
Intro
• Service – Word, Deriv...
Serviciology
Service Terminology & Service Taxonomy
Service – Word, Derivation & Translation
The word service
• derives fr...
Serviciology
Service Terminology & Service Taxonomy
Service – Translation, Analysis & Conclusions
The word service derives...
Serviciology
Service Terminology & Service Taxonomy
Service – Service Consumer, Service Providing & Service Provider
6
Int...
Serviciology
Service Terminology & Service Taxonomy
Outline – Structure, Sections & Contents
Intro
• Service – Word, Deriv...
Serviciology
Service Terminology & Service Taxonomy
Serviciology – Word, Derivation & Orientation
8
Intro | Service Term |...
Serviciology
Service Terminology & Service Taxonomy
Serviciology – Term, Forming & Linking
9
Intro | Service Term | Servic...
Serviciology
Service Terminology & Service Taxonomy
Serviciology – Branch of Science, Requirements & Contents
10
Intro | S...
Serviciology
Service Terminology & Service Taxonomy
Serviciology – Matter, Method & Theory
11
Intro | Service Term | Servi...
Serviciology
Service Terminology & Service Taxonomy
Serviciology – Researches, Results & Documentation
12
Intro | Service ...
Serviciology
Service Terminology & Service Taxonomy
Serviciology – Finding, Inspiration & Basic Definition
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Intro | Serv...
Serviciology
Service Terminology & Service Taxonomy
Serviciology – Teaching Example, Taxi Service & Insights
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Intro | Se...
Serviciology
Service Terminology & Service Taxonomy
Serviciology – Simplicity, Language & Terms
15
Intro | Service Term | ...
Serviciology
Service Terminology & Service Taxonomy
Outline – Structure, Sections & Contents
Intro
• Service – Word, Deriv...
Serviciology
Service Terminology & Service Taxonomy
Servicialisation – Word, Suffix & Creation
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Intro | Service Term | S...
Serviciology
Service Terminology & Service Taxonomy
Servicialisation – Term, Meaning & Translation
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Intro | Service Term...
Serviciology
Service Terminology & Service Taxonomy
Servicialisation – Derivation, Analogy & Abstraction
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Intro | Servic...
Serviciology
Service Terminology & Service Taxonomy
Servicialisation – Transferring, Integrating & Separating
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Intro | S...
Serviciology
Service Terminology & Service Taxonomy
Outline – Structure, Sections & Contents
Intro
• Service – Word, Deriv...
Serviciology
Service Terminology & Service Taxonomy
Service Term – Basic Definition, Benefit & Essence
A service is
a set ...
Serviciology
Service Terminology & Service Taxonomy
Service Term – Benefit, Reference & Classification
23
Intro | Service ...
Serviciology
Service Terminology & Service Taxonomy
Service Term – Benefit, Service Identifier & Service Type
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Intro | S...
Serviciology
Service Terminology & Service Taxonomy
Service Term – Basic Definition, Service Characteristics & Inclusion
A...
Serviciology
Service Terminology & Service Taxonomy
Service Term – Explanation, Accountability & Service Provider
A servic...
Serviciology
Service Terminology & Service Taxonomy
Service Term – Service-relevant Elements, Systems & Actors
A service i...
Serviciology
Service Terminology & Service Taxonomy
Service Term – Commissioning, Beneficiaries & Commitment
28
A service ...
Serviciology
Service Terminology & Service Taxonomy
Service Term – Service Consumer, Service Trigger & Service Rendering
2...
Serviciology
Service Terminology & Service Taxonomy
Service Term – Service Consumer, Service Object & Service-specific Ben...
Serviciology
Service Terminology & Service Taxonomy
Service Term – Benefit, Effectuating & Service Object
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Intro | Servi...
Serviciology
Service Terminology & Service Taxonomy
Service Term – Service Consumer, Service Consuming & Activity
32
A ser...
Serviciology
Service Terminology & Service Taxonomy
Service Quality – Benefit, Service Consumer & Service Consuming
33
Int...
Serviciology
Service Terminology & Service Taxonomy
Service Term – Definition, Addition & Explanation
34
A service is
a se...
Serviciology
Service Terminology & Service Taxonomy
Service Term – Definition, Foundation & Properties
35
Intro | Service ...
Serviciology
Service Terminology & Service Taxonomy
Service Term –Demarcation, Product  Servuct
36
Intro | Service Term ...
Serviciology
Service Terminology & Service Taxonomy
Service Term – Basic Definition, Essence & Benefits
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Intro | Service...
Serviciology
Service Terminology & Service Taxonomy
Service Term – Service Characteristics, Uniqueness & Perishability
38
...
Serviciology
Service Terminology & Service Taxonomy
Service Term – Service Consumer, Activator & Addressee
39
Intro | Serv...
Serviciology
Service Terminology & Service Taxonomy
Service Term – Service Object, Benefit & Effectuating
40
Intro | Servi...
Serviciology
Service Terminology & Service Taxonomy
Service Term – Service Rendering, Security & Fulfilment Criteria
41
In...
Serviciology
Service Terminology & Service Taxonomy
Outline – Structure, Sections & Contents
Intro
• Service – Word, Deriv...
Serviciology
Service Terminology & Service Taxonomy
Service Characteristics – Service, Essence & Accident
43
For any servi...
Serviciology
Service Terminology & Service Taxonomy
Service Characteristics – Intractable, Cumbersome & Dodgy
44
Any servi...
Serviciology
Service Terminology & Service Taxonomy
Service Characteristics – Demarcation, Good  Service
45
Characterist...
Serviciology
Service Terminology & Service Taxonomy
Service Characteristics – Listing, Characteristic Type & Properties
46...
Serviciology
Service Terminology & Service Taxonomy
Outline – Structure, Sections & Contents
Intro
• Service – Word, Deriv...
Serviciology
Service Terminology & Service Taxonomy
Service Consumer – Examples, Servicescape & Beneficiaries
48
Intro | S...
Serviciology
Service Terminology & Service Taxonomy
Service Consumer – Activator, Participant & Value Creator
49
Intro | S...
Serviciology
Service Terminology & Service Taxonomy
Service Consumer – Self-Governance, Service Triggering & S. Consuming
...
Serviciology
Service Terminology & Service Taxonomy
Service Consumer – Servuction Model, Main Roles & Main Spheres
51
Intr...
Serviciology
Service Terminology & Service Taxonomy
Service Consumer – Servuction Model, Roles & Relationships
52
Intro | ...
Serviciology
Service Terminology & Service Taxonomy
Outline – Structure, Sections & Contents
Intro
• Service – Word, Deriv...
Serviciology
Service Terminology & Service Taxonomy
Service Identifiers – Service Rendering, Service Identifier & Activato...
Serviciology
Service Terminology & Service Taxonomy
Service Identifiers – Service Rendering, Service Identifier & Target
5...
Serviciology
Service Terminology & Service Taxonomy
Service Identifiers – Service Rendering, Service Identifier & Essence
...
Serviciology
Service Terminology & Service Taxonomy
Service Identifiers – Benefit, Service Object & Service Consumer
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In...
Serviciology
Service Terminology & Service Taxonomy
Service Identifiers – Generic, Constitutive & Exhaustive
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Intro | Se...
Serviciology
Service Terminology & Service Taxonomy
Service Identifiers – Demarcations, Explanations & Interdependencies
5...
A benefit is
a purposeful status change
of a service object,
that fulfils certain practical criteria.
Serviciology
Service...
Service Identifying
Serviciology
Service Terminology & Service Taxonomy
Service Identifiers – Service Object, Object Categ...
Service Identifying
Serviciology
Service Terminology & Service Taxonomy
Service Identifiers – Service Object, Object Categ...
Service Identifying
Serviciology
Service Terminology & Service Taxonomy
Service Identifiers – Service Object, Object Categ...
Service Identifying
Serviciology
Service Terminology & Service Taxonomy
Service Identifiers – Service Object, Object Categ...
Serviciology
Service Terminology & Service Taxonomy
Service Identifiers – Service Object, Object Categories & Requirements...
Serviciology
Service Terminology & Service Taxonomy
Outline – Structure, Sections & Contents
Intro
• Service – Word, Deriv...
Serviciology
Service Terminology & Service Taxonomy
Service Identifiers – Explanations, Importance & Combination
67
Intro ...
Serviciology
Service Terminology & Service Taxonomy
Service Types – Examples, Explanations & Extensions
68
Intro | Service...
Serviciology
Service Terminology & Service Taxonomy
Service Types – Service Consumers, Primary Roles & Situations
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Intro...
Serviciology
Service Terminology & Service Taxonomy
Service Types – Service Consumer, Everyman & Service Objects
70
Intro ...
Serviciology
Service Terminology & Service Taxonomy
Service Types – Service Consumer, Employee & Service Objects
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Intro ...
Serviciology
Service Terminology & Service Taxonomy
Service Types – Service Consumer, Types & Examples
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Intro | Service ...
Serviciology
Service Terminology & Service Taxonomy
Service Types – Service Objects, Categories & Types
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Intro | Service...
Serviciology
Service Terminology & Service Taxonomy
Service Types – Service Consumers, Service Objects & Relations
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Intr...
Serviciology
Service Terminology & Service Taxonomy
Service Types – Service Consumers, Service Objects & Service Roles
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...
Serviciology
Service Terminology & Service Taxonomy
Service Types – Service Object, Determination & Service Examples
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In...
Serviciology
Service Terminology & Service Taxonomy
Service Types – Example, People Transporting Service & S. Identificati...
Serviciology
Service Terminology & Service Taxonomy
Service Types – Example, Catering Service & Service Identification
78
...
Serviciology
Service Terminology & Service Taxonomy
Service Types – Example, Hairdressing Service & Service Identification...
Serviciology
Service Terminology & Service Taxonomy
Service Types – Example, Health-caring Service & Service Identificatio...
Serviciology
Service Terminology & Service Taxonomy
Service Types – Service Categories, Breakdown & Main Categories
81
Int...
Serviciology
Service Terminology & Service Taxonomy
Service Types – Service Hierarchy, Service Types & S. Contribution Typ...
Serviciology
Service Terminology & Service Taxonomy
Outline – Structure, Sections & Contents
Intro
• Service – Word, Deriv...
Serviciology
Service Terminology & Service Taxonomy
Service Quality – Benefit, Connector & Service Type
84
Intro | Service...
Serviciology
Service Terminology & Service Taxonomy
Service Quality – Letter Mailing Service, Benefit & Service Identifyin...
Serviciology
Service Terminology & Service Taxonomy
Service Quality – Letter Mailing Service, Service Identifiers & Descri...
Serviciology
Service Terminology & Service Taxonomy
Service Quality – Letter Mailing Service, Benefit & Connector
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Intro...
Serviciology
Service Terminology & Service Taxonomy
Service Quality – Letter Mailing Service, Identifying & Specifying
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...
Serviciology
Service Terminology & Service Taxonomy
Service Quality – Letter Mailing Service, Service Attribute 01 & Value...
Serviciology
Service Terminology & Service Taxonomy
Service Quality – Letter Mailing Service, Service Attributes 02-04 & V...
Serviciology
Service Terminology & Service Taxonomy
Service Quality – Letter Mailing Service, Service Attributes 05-07 & V...
Serviciology
Service Terminology & Service Taxonomy
Service Quality – Letter Mailing Service, Service Attributes 08 -12 & ...
Serviciology
Service Terminology & Service Taxonomy
Service Quality – Service Definition, Service Identifiers & Service At...
Serviciology
Service Terminology & Service Taxonomy
Service Quality – Service Type, Service Specification & Service Attrib...
Serviciology
Service Terminology & Service Taxonomy
Service Quality – Service Type, S. Providing Quality & S. Providing Pr...
Serviciology
Service Terminology & Service Taxonomy
Service Quality – Service Type, Service Levels & Attribute Value Sets
...
Serviciology
Service Terminology & Service Taxonomy
Service Quality – Service Attributes, Focus & Service Consumer
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Intr...
Serviciology
Service Terminology & Service Taxonomy
Service Quality – Service Specification, Turntable & Pivot
98
Intro | ...
Serviciology
Service Terminology & Service Taxonomy
Service Quality – Benefit, Beneficiary & Service Consumer
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Intro | S...
Serviciology
Service Terminology & Service Taxonomy
Outline – Structure, Sections & Contents
Intro
• Service – Word, Deriv...
Serviciology
Service Terminology & Service Taxonomy
Service Providing – Servicescape, Examples & Service Consumers
101
Int...
Serviciology
Service Terminology & Service Taxonomy
Service Providing – Service Consumer, Servicescape & Service Providing...
Serviciology
Service Terminology & Service Taxonomy
Service Providing – Servuction Model, Main Roles & Main Spheres
103
In...
Serviciology
Service Terminology & Service Taxonomy
Service Providing – Service Trigger, Service Consumer & Service Transa...
Serviciology
Service Terminology & Service Taxonomy
Service Providing – Service Provision Point, S. Consumer & Service Obj...
Serviciology
Service Terminology & Service Taxonomy
Service Providing – Service Consumer, Integration & Instruction
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In...
Serviciology
Service Terminology & Service Taxonomy
Service Providing – Service Provider, Service Object & S. Effectuating...
Serviciology
Service Terminology & Service Taxonomy
Service Providing – Service Consumer, Service Consuming & Extegration
...
Serviciology
Service Terminology & Service Taxonomy
Service Providing – Service Screenplay, E-Mailing Service & S. Trigger...
Serviciology
Service Terminology & Service Taxonomy
Service Providing – Service Screenplay, E-Mailing Service & Replicatio...
Serviciology
Service Terminology & Service Taxonomy
Service Providing – Service Screenplay, E-Mailing Service & Antivirus
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Serviciology
Service Terminology & Service Taxonomy
Service Providing – Service Screenplay, E-Mailing Service & Directorin...
Serviciology
Service Terminology & Service Taxonomy
Service Providing – Service Screenplay, E-Mailing Service & Name Resol...
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Service Terminology & Service Taxonomy
Service Providing – Service Screenplay, E-Mailing Service & Routing
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Service Terminology & Service Taxonomy
Service Providing – Service Screenplay, E-Mailing Service & Delivery R...
Serviciology
Service Terminology & Service Taxonomy
Service Providing – Demarcation, Service Rendering & Service Consuming...
Serviciology
Service Terminology & Service Taxonomy
Service Providing – Demarcation, Service Output & Service Outcome
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Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
Serviciology - Service Terminology and Service Taxonomy V01.01.03
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Serviciology - Service Terminology and Service Taxonomy V01.01.03

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The slide deck
- main title 'Serviciologie'
- sub title 'Service-Terminologie und Service-Taxonomie
comprises the initial draft and suggestion for developing and establishing the serviciologie, i.e. the science & teaching about service as such.

Agenda
- Service – Word, Derivation & Translation
- Serviciology – Word, Meaning & Science
- Servicialisation – Term, Derivation & Demarcation
- Service Term – Demarcation, Essence & Definition
- Service Characteristics – Accident, Explanation & Demarcation
- Service Consumer – Activator, Addressee & Success Factor
- Service Identifiers – Service Consumer, Service Object & Benefit
- Service Types – Identification, Taxonomy & Categorisation
- Service Quality– Service Type, Service Attributes,& Explanation
- Service Providing – Environment, Roles & Course
- Servicialisation – Methods, Object & Results
- ServicEducation – Training Series, Seminars & ServicExpeditions
- Appendix – Sources, Links & References

Published in: Services
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Serviciology - Service Terminology and Service Taxonomy V01.01.03

  1. 1. E-Mail Paul.G.Huppertz@servicEvolution.com Mobile Phone +49-1520-9 84 59 62 Landline Phone +49-6123-74 04 16 XING https://www.xing.com/profile/PaulG_Huppertz LinkedIn http://www.linkedin.com/in/paulghuppertz SlideShare http://www.slideshare.net/PaulGHz yasni http://person.yasni.de/paul-g.-huppertz-251032.htm Paul G. Huppertz named Servísophos Servicing Consultant & System Architect Service Composer & Meta Service Provider Serviciology Science & teaching about service servicEvolution – Schöne Aussicht 41 – 65396 Walluf - Deutschland | E-Mail: Paul.G.Huppertz@servicEvolution.com | Mobile +49-1520-9 84 59 62 Serviciology Service Terminology & Service Taxonomy 1
  2. 2. Serviciology Service Terminology & Service Taxonomy Outline – Structure, Sections & Contents Intro • Service – Word, Derivation & Translation • Serviciology – Word, Meaning & Science • Servicialisation – Term, Derivation & Demarcation Centro • Service Term – Demarcation, Essence & Definition • Service Characteristics – Accident, Explanation & Demarcation • Service Consumer – Activator, Addressee & Success Factor • Service Identifiers – Service Consumer, Service Object & Benefit • Service Types – Identification, Taxonomy & Categorisation • Service Quality– Service Type, Service Attributes,& Explanation • Service Providing – Environment, Roles & Course Extro • Servicialisation – Methods, Object & Results • ServicEducation – Training Series, Seminars & ServicExpeditions • Appendix – Sources, Links & References 2 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  3. 3. Serviciology Service Terminology & Service Taxonomy Outline – Structure, Sections & Contents Intro • Service – Word, Derivation & Translation • Serviciology – Word, Meaning & Science • Servicialisation – Term, Derivation & Demarcation Centro • Service Term – Demarcation, Essence & Definition • Service Characteristics – Accident, Explanation & Demarcation • Service Consumer – Activator, Addressee & Success Factor • Service Identifiers – Service Consumer, Service Object & Benefit • Service Types – Identification, Taxonomy & Categorisation • Service Quality– Service Type, Service Attributes,& Explanation • Service Providing – Environment, Roles & Course Extro • Servicialisation – Methods, Objects & Results • ServicEducation – Training Series, Seminars & ServicExpeditions • Appendix – Sources, Links & References 3 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  4. 4. Serviciology Service Terminology & Service Taxonomy Service – Word, Derivation & Translation The word service • derives from the Latin verb ‚servire [servio, servivi, servitum] – ‚to attend someone, to be a slave‘, in particular from its past participle ‚servitum‘ – ‚served‘ • as such has been formed in course of the transition from Late Latin to Early French • has migrated from the French to the English language and the German language • is used in many compounds in these and other languages 4 http://www.frag-caesar.de/lateinwoerterbuch/servire-uebersetzung.html Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  5. 5. Serviciology Service Terminology & Service Taxonomy Service – Translation, Analysis & Conclusions The word service derives from the Latin verb • ‚servire [servio, servivi, servitum] – ‚to attend someone, to be a slave‘, • in particular from its past participle ‚servitum‘ – ‚served‘ Conclusions • someone must be attended for his interests • for appropriately attending this ‚someone‘, a.k.a. the service consumer o the service consumer must be known, authenticated & authorized o his interests must be determined from his perspective & perception o the points in time for being served must be aligned with his needs o the required and/or desired output must be attuned to his exigencies • another party must attend the service consumer, a.k.a. the service provider 5 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  6. 6. Serviciology Service Terminology & Service Taxonomy Service – Service Consumer, Service Providing & Service Provider 6 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Providing Service Consuming Service Consumer Service Provider Service
  7. 7. Serviciology Service Terminology & Service Taxonomy Outline – Structure, Sections & Contents Intro • Service – Word, Derivation & Translation • Serviciology – Word, Meaning & Science • Servicialisation – Term, Derivation & Demarcation Centro • Service Term – Demarcation, Essence & Definition • Service Characteristics – Accident, Explanation & Demarcation • Service Consumer – Activator, Addressee & Success Factor • Service Identifiers – Service Consumer, Service Object & Benefit • Service Types – Identification, Taxonomy & Categorization • Service Quality– Service Type, Service Attributes,& Explanation • Service Providing – Environment, Roles & Course Extro • Servicialisation – Methods, Objects & Results • ServicEducation – Training Series, Seminars & ServicExpeditions • Appendix – Sources, Links & References 7 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  8. 8. Serviciology Service Terminology & Service Taxonomy Serviciology – Word, Derivation & Orientation 8 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro The word serviciology • has been newly created in the year 2012 • from the basic word and noun ‚service‘ • the ending ‚-logy‘, derived from the Greek ‚λόγος - logos‘ - ‚teaching‘ • the linking vocals ‚io‘ between these to parts • has been formed in this manner because of its easily flowing way of speaking & writing • has been formed in syntactical & semantical analogy to words like • geology • biology Motive & target of creating this new word were appropriately denominating the science about the service as such. s. XING-Forum ‘Serviciologie – Klärung des Fachbegriffs https://www.xing.com/communities/posts/serviciologie-klaerung-des-fachbegriffs-1005385005
  9. 9. Serviciology Service Terminology & Service Taxonomy Serviciology – Term, Forming & Linking 9 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro s. Vortrag ‚Tetraeder der Begriffstheorie – Begriffe als Grundlage des Wissensmanagements‘ von Prof. Erich Ortner http://www.uni-potsdam.de/u/philosophie/lehre/wissen/Ortner_Tetraeder_der_Begrtheorie.pdf The term serviciology has been formed & sourced according to the tetrahedron of terminology theory • linked to the perception of a self- contained discipline • linked to the identical word according to the etymologic derivation & explanation on the preceding slide • with the service as such as topic
  10. 10. Serviciology Service Terminology & Service Taxonomy Serviciology – Branch of Science, Requirements & Contents 10 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro The serviciology, i.e. the special branch of science about service as such is structured & formed according to the following explanation & requirement: „Science is „every intersubjectively verifiable analysis of facts and the systematic description based on this as well as – if possible – the explanation of the analysed facts“. [J. Speck (Hrsg.), Handbuch wissenschaftstheoretischer Begriffe] Thus, the discipline & special branch of science serviciology is about • performing intersubjectively verifiable analyses about services • systematically describing detected & analysed facts about services • traceably & verifiably explaining the detected facts about services • phrasing well-founded insights & conclusive perceptions about services
  11. 11. Serviciology Service Terminology & Service Taxonomy Serviciology – Matter, Method & Theory 11 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Implicit criteria of serviciology • theory: service providing theory • method: service providing management • matter: service as such s. Vortag ‚Eine Ontologie der Wissenschaftsdisziplinen‘ bei der WissKom2007 http://owd.hu-berlin.de/pdf/OWD_WissKom2007_Folien.pdf
  12. 12. Serviciology Service Terminology & Service Taxonomy Serviciology – Researches, Results & Documentation 12 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Systematic & intense researches, studies & analyses regarding service as such • have been started in the year 2001 based on the simply question „What is an IT service?“ • soon have been oriented to the generalized question „What is a service?“ • have been taken up several times in the years 2002 to 2008 in the context of large IT projects on the occasion of hands-on questions & tasks • opened out in a first presentation of findings in the Advanced ITSM pocket book Nr. 6 ‚IT- Service – Der Kern des Ganzen‘ (‘the Nucleus of it all’). • that has been written in spring 2006 in collaboration with the executive team of the firm Serview GmbH • that has been published in April 2006 in 10.000 printed copies • that is out of stock meanwhile and has not been reprinted s. Eintrag ‚Neues ITIL-Buch beschäftigt sich mit der IT-Service-Definition‘ auf dem Web-Portal ‚marketing-boerse.de‘ http://www.marketing-boerse.de/News/details/Neues-ITIL-Buch-beschaeftigt-sich-mit-der-IT-Service-Definition/1782
  13. 13. Serviciology Service Terminology & Service Taxonomy Serviciology – Finding, Inspiration & Basic Definition 13 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro One finding of the researches regarding the question „What is a service?“ was: • the projects KWINTES & DOCIS have been undertaken from 1997 to 2002 on three universities in the Netherlands • in the course of these projects the IT Service Capability Maturity Model (IT Service CMM) has been developed, the version 1, Release Candidate 1 of which has been published on 28.01.2005 (s. web link below) • in the respective groundwork, the term ‚service‘ has been paraphrased: • Service: An essentially intangible set of benefits, created by activities, sold by one party to another.“ • in the documentation of the IT Service CMM, Chapter 3.3 ‚Service Concepts‘ it reads: • Service: A service is an essentially intangible set of benefits provided by one party to another party. Out of this has been derived the simple & evident basic definition • „A service is a set of benefits.“ s. Web-Site zu ‚IT Service Capability Maturity Model (IT ServiceCMM)‘ https://sites.google.com/site/itservicecmmwebsite/managementsummary
  14. 14. Serviciology Service Terminology & Service Taxonomy Serviciology – Teaching Example, Taxi Service & Insights 14 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro The service type ‚taxi service‘, more precisely: car-based people transporting service has been taken as a teaching example. By means of this example, the following has been carved out: • In each case a singular taxi service is rendered to a single passenger, as each individual passenger wants to and/or needs to be transported from his location of departure to his destination. • Rendering a singular taxi service starts (= service trigger) • either with „calling a taxi“ by agreeing on starting point & starting time • or with entering a taxi car and explaining the destination. • Rendered taxi services are billed at the destination. Billing is based on the on the covered distance, in taxi jargon: ridden kilometers, i.e. kilometers ridden with a paying passenger. It must be distinguished between ridden kilometers for billing und passenger kilometers from the perspective of the passenger. s. Übersicht Taxi-Tarife in Deutschland auf dem Web-Portal ´derinnenspiegel.de‘ http://www.derinnenspiegel.de/taxitarife/uebersicht/uebersicht.php
  15. 15. Serviciology Service Terminology & Service Taxonomy Serviciology – Simplicity, Language & Terms 15 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Guidelines for working about service, serviciology & service providing: • „Entia non sunt multiplicanda praeter necessitatem.“ [William von Ockham] • „Simplicity is the highest sophistication.“ [Leonardo da Vinci] • „Make everything as simple as possible, but not simpler.“ [Albert Einstein] • „Only falsification spawns new insights.“ [Karl Raimund Popper] • „The limits of my language are the limits of my world.“ [Ludwig Wittgenstein] • „What we cannot talk about we must pass over in silence.“ [Ludwig Wittgenstein] • „If you can't explain it simply, you don’t understand it yourself.“ [John Searle] • “As the language is the means for thinking, it can only be clear, when the terms are clearly defined.“ [Roland Baader] • „If the terms are not correct, things lose their order.“ [Confucius]
  16. 16. Serviciology Service Terminology & Service Taxonomy Outline – Structure, Sections & Contents Intro • Service – Word, Derivation & Translation • Serviciology – Word, Meaning & Science • Servicialisation – Term, Derivation & Demarcation Centro • Service Term – Demarcation, Essence & Definition • Service Characteristics – Accident, Explanation & Demarcation • Service Consumer – Activator, Addressee & Success Factor • Service Identifiers – Service Consumer, Service Object & Benefit • Service Types – Identification, Taxonomy & Categorization • Service Quality– Service Type, Service Attributes,& Explanation • Service Providing – Environment, Roles & Course Extro • Servicialisation – Methods, Objects & Results • ServicEducation – Training Series, Seminars & ServicExpeditions • Appendix – Sources, Links & References 16 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  17. 17. Serviciology Service Terminology & Service Taxonomy Servicialisation – Word, Suffix & Creation 17 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service -ialisation
  18. 18. Serviciology Service Terminology & Service Taxonomy Servicialisation – Term, Meaning & Translation 18 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Servicialisation = guiding term & guiding methodology for seamless & reliable, rational & cost-efficient service providing (= servuction) -ialisation French: Servicialisation German: Servicialisierung Russisch: Сервиселизация Italian: Servicializzazione
  19. 19. Serviciology Service Terminology & Service Taxonomy Servicialisation – Derivation, Analogy & Abstraction 19 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Standardisation •procedures •results Rationalisation •labourdivision •worksequence Automation •automats •automatpulse Optimisation •variables •loadadaption Industrialisation = Making goods based on main principles
  20. 20. Serviciology Service Terminology & Service Taxonomy Servicialisation – Transferring, Integrating & Separating 20 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Standardisation •procedures •results Rationalisation •labourdivision •worksequence Automation •automats •automatpulse Optimisation •variables •loadadaption Industrialisation = Making goods based on main principles Servicialisation = Transfer to Service Providing … … adequately allowing for the service characteristics  Intangibility  Immateriality  Insubstantiality  Perishability
  21. 21. Serviciology Service Terminology & Service Taxonomy Outline – Structure, Sections & Contents Intro • Service – Word, Derivation & Translation • Serviciology – Word, Meaning & Science • Servicialisation – Term, Derivation & Demarcation Centro • Service Term – Demarcation, Essence & Definition • Service Characteristics – Accident, Explanation & Demarcation • Service Consumer – Activator, Addressee & Success Factor • Service Identifiers – Service Consumer, Service Object & Benefit • Service Types – Identification, Taxonomy & Categorization • Service Quality– Service Type, Service Attributes,& Explanation • Service Providing – Environment, Roles & Course Extro • Servicialisation – Methods, Objects & Results • ServicEducation – Training Series, Seminars & ServicExpeditions • Appendix – Sources, Links & References 21 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  22. 22. Serviciology Service Terminology & Service Taxonomy Service Term – Basic Definition, Benefit & Essence A service is a set of BENEFITS. 22 For a(ny) service its benefit is its essence, to wit: its constitutive trait, its quiddity. {‘proté ousia’ – ‘primary substance’ according to the category theory from Aristotle, in Latin ‘quidditas’ – ‘what it is’} s. Wikipedia entry ‘Essence’ - http://en.wikipedia.org/wiki/Essence Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  23. 23. Serviciology Service Terminology & Service Taxonomy Service Term – Benefit, Reference & Classification 23 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro is the essence of any service • constitutive service criterion • nucleus of the service definition
  24. 24. Serviciology Service Terminology & Service Taxonomy Service Term – Benefit, Service Identifier & Service Type 24 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro primary service identifier … besides service consumer … … and service object … … per service type. is the essence of any service • constitutive service criterion • nucleus of the service definition
  25. 25. Serviciology Service Terminology & Service Taxonomy Service Term – Basic Definition, Service Characteristics & Inclusion A service is a set of ONE-TIME CONSUMABLE AND PERISHABLE benefits. 25 For a(ny) service the service characteristics, mainly • intangibility (= untouchability) • immateriality (= no material whatsoever) • insubstantiality (= without any physical or logical substance) • perishability (= fugacity, transitoriness) are its accident, to wit: its secondary traits that are innate to any service. { ‘deutera ousia – ‘secondary substance’ according to the category theory form Aristotle in Latin ‘qualitas’ – ‘how it is’} s. Wikipedia entry ‘Accident’ - http://en.wikipedia.org/wiki/Accident_(philosophy) Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  26. 26. Serviciology Service Terminology & Service Taxonomy Service Term – Explanation, Accountability & Service Provider A service is a set of one-time consumable and perishable benefits, • ensured by an ACCOUNTABLE SERVICE PROVIDER. 26 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  27. 27. Serviciology Service Terminology & Service Taxonomy Service Term – Service-relevant Elements, Systems & Actors A service is a set of one-time consumable and perishable benefits, • ensured by an accountable service provider, • effectuated by SYSTEM FUNCTIONS AND/OR ACTIVITIES. 27 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  28. 28. Serviciology Service Terminology & Service Taxonomy Service Term – Commissioning, Beneficiaries & Commitment 28 A service is a set of one-time consumable and perishable benefits, • ensured by an accountable service provider, • effectuated by system functions and/or activities, • commissioned • by SERVICE CUSTOMERS (= SERVUCTION CUSTOMERS) • for AUTHORIZED SERVICE CONSUMERS • from an ACCOUNTABLE SERVICE PROVIDER. Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  29. 29. Serviciology Service Terminology & Service Taxonomy Service Term – Service Consumer, Service Trigger & Service Rendering 29 A service is a set of one-time consumable and perishable benefits, • ensured by an accountable service provider, • effectuated by system functions and/or activities, • commissioned • by service customers (= servuction customers) • for authorized service consumers • from an accountable service provider • rendered • explicitly to an AUTHORIZED SERVICE CONSUMER • on his explicit SERVICE TRIGGER Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  30. 30. Serviciology Service Terminology & Service Taxonomy Service Term – Service Consumer, Service Object & Service-specific Benefits 30 A service is a set of one-time consumable and perishable benefits, • ensured by an accountable service provider, • effectuated by system functions and/or activities, • commissioned • by service customers (= servuction customers) • for authorized service consumers • from an accountable service provider • rendered • explicitly to an authorized service consumer • on his explicit service trigger • by effectuating the service-specific BENEFITS TO THE SERVICE OBJECT. Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  31. 31. Serviciology Service Terminology & Service Taxonomy Service Term – Benefit, Effectuating & Service Object 31 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro ... is effectuated exclusively … … for a service consumer … … on his explicit service trigger … to his service object. primary service identifier … besides service consumer … … and service object … … per service type. is the essence of any service • constitutive service criterion • nucleus of the service definition
  32. 32. Serviciology Service Terminology & Service Taxonomy Service Term – Service Consumer, Service Consuming & Activity 32 A service is a set of one-time consumable and perishable benefits, • ensured by an accountable service provider, • effectuated by system functions and/or activities, • commissioned • by service customers (= servuction customers) • for authorized service consumers • from an accountable service provider • rendered • explicitly to an authorized service consumer • on his explicit service trigger • by effectuating the service-specific benefits to the service object • consumed • by the TRIGGERING SERVICE CONSUMER • for efficiently executing his UPCOMING ACTIVITY. Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  33. 33. Serviciology Service Terminology & Service Taxonomy Service Quality – Benefit, Service Consumer & Service Consuming 33 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro ... is effectuated exclusively … … for a service consumer … … on his explicit service trigger … to his service object. primary service identifier … besides service consumer … … and service object … … per service type. is the essence of any service • constitutive service criterion • nucleus of the service definition … is simultaneously consumed .. … by the service consumer, … … whilst the service is effectuated … … to his service object.
  34. 34. Serviciology Service Terminology & Service Taxonomy Service Term – Definition, Addition & Explanation 34 A service is a set of one-time consumable and perishable benefits, • ensured by an accountable service provider, • effectuated by system functions and/or activities, • commissioned • by service customers (= servuction customers) • for authorized service consumers • from an accountable service provider • rendered • explicitly to an authorized service consumer • on his explicit service trigger • by effectuating the service-specific benefits to the service object • consumed • by the triggering service consumer • for efficiently executing his upcoming activity. generic & consistent definition explanation of • main roles • course of service rendering Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  35. 35. Serviciology Service Terminology & Service Taxonomy Service Term – Definition, Foundation & Properties 35 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Element Content Property, direction Service definition A service is a set of one-time consumable & perishable benefits. • generic & clear-cut, • complete & consistent
  36. 36. Serviciology Service Terminology & Service Taxonomy Service Term –Demarcation, Product  Servuct 36 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Product Servuct Product = physical good Servuct = service  set of repeatedly executable & persistent functions  set of one-time consumable & perishable benefits • functions are constitutive for each (type 0f) physical good • functions are engineered once for a type of physical good and are implemented into each copy of this type • functions are actuated by the user of a physical good • functions are executed by the copy of the physical good • functions are lasting until the copy of a physical good goes bust • benefits are constitutive for each (type of) service • benefits are ascribed to a type of service and must be effectuated from scratch on an explicit service trigger • benefits are effectuated from scratch for an authorized service consumer • benefits are effectuated to the service object handed over by a service consumer • benefits are simultaneously consumed by the triggering service consumer
  37. 37. Serviciology Service Terminology & Service Taxonomy Service Term – Basic Definition, Essence & Benefits 37 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Definition Level Definition Explanation basic definition A service is a set of benefits. Benefits are the essence and/or constitutive traits for any type of service
  38. 38. Serviciology Service Terminology & Service Taxonomy Service Term – Service Characteristics, Uniqueness & Perishability 38 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Definition Level Definition Explanation basic definition A service is a set of benefits. Benefits are the essence and/or constitutive traits for any type of service service characteristic A service is a set of one-time consumable & perishable benefits. The most essential service characteristics are integrated into the definition.
  39. 39. Serviciology Service Terminology & Service Taxonomy Service Term – Service Consumer, Activator & Addressee 39 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Definition Level Definition Explanation basic definition A service is a set of benefits. Benefits are the essence and/or constitutive traits for any type of service service characteristic A service is a set of one-time consumable & perishable benefits. The most essential service characteristics are integrated into the definition. service consumer focused A service is a set of one-time consumable & perishable benefits that must be reliably rendered explicitly to an authorized service consumer on his explicit service trigger. The single activator & addressee of any service rendering as well as the mission critical success factor & value creator of each service rendering is integrated.
  40. 40. Serviciology Service Terminology & Service Taxonomy Service Term – Service Object, Benefit & Effectuating 40 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Definition Level Definition Explanation basic definition A service is a set of benefits. Benefits are the essence and/or constitutive traits for any type of service service characteristic A service is a set of one-time consumable & perishable benefits. The most essential service characteristics are integrated into the definition. service consumer focused A service is a set of one-time consumable & perishable benefits that must be reliably rendered explicitly to an authorized service consumer on his explicit service trigger. The single activator & addressee of any service rendering as well as the mission critical success factor & value creator of each service rendering is integrated. service object focused A service is a set of one-time consumable & perishable benefits that must be reliably rendered explicitly to an authorized service consumer on his explicit service trigger by effectuating the service specific benefit to the physical or logical service object handed over by the service consumer with his service trigger to the servuction environment of the accountable service providers The handed over & taken over object of service rendering is integrated.
  41. 41. Serviciology Service Terminology & Service Taxonomy Service Term – Service Rendering, Security & Fulfilment Criteria 41 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Definition Level Definition Explanation basic definition A service is a set of benefits. Benefits are the essence and/or constitutive traits for any type of service service characteristic A service is a set of one-time consumable & perishable benefits. The most essential service characteristics are integrated into the definition. service consumer focused A service is a set of one-time consumable & perishable benefits that must be reliably rendered explicitly to an authorized service consumer on his explicit service trigger. The single activator & addressee of any service rendering as well as the mission critical success factor & value creator of each service rendering is integrated. service object focused A service is a set of one-time consumable & perishable benefits that must be reliably rendered explicitly to an authorized service consumer on his explicit service trigger by effectuating the service-specific benefit to the physical or logical service object handed over by the service consumer with his service trigger to the servuction environment of the accountable service providers The handed over & taken over object of service rendering is integrated. generic & clear- cut, complete & consistent A service is a set of one-time consumable & perishable benefits that must be seamlessly & reliably rendered explicitly an authorized service consumer on his explicit service trigger by safely & securely, completely & terminatorily effectuating the service-specific benefit to the physical or logical service object handed over by the service consumer with his service trigger in the servuction environment of the accountable service provider. The indispensable fulfilment criteria for ach singular service rendering are added.
  42. 42. Serviciology Service Terminology & Service Taxonomy Outline – Structure, Sections & Contents Intro • Service – Word, Derivation & Translation • Serviciology – Word, Meaning & Science • Servicialisation – Term, Derivation & Demarcation Centro • Service Term – Demarcation, Essence & Definition • Service Characteristics – Accident, Explanation & Demarcation • Service Consumer – Activator, Addressee & Success Factor • Service Identifiers – Service Consumer, Service Object & Benefit • Service Types – Identification, Taxonomy & Categorization • Service Quality– Service Type, Service Attributes,& Explanation • Service Providing – Environment, Roles & Course Extro • Servicialisation – Methods, Objects & Results • ServicEducation – Training Series, Seminars & ServicExpeditions • Appendix – Sources, Links & References 42 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  43. 43. Serviciology Service Terminology & Service Taxonomy Service Characteristics – Service, Essence & Accident 43 For any service • its benefit is its essence, i.e. its constitutive trait {‘proté ousia’ – ‘first nature’ in the category theory from Aristotle, from Latin ‘quidditas’ – ‘quiddity, what it is} • its characteristics, mainly • intangibility (= untouchability) • immateriality (= not consisting of any matter whatsoever) • insubstantiality (= absence of any physical or logical substance) • perishability (= transientness, fugacity) are its accident, i.e. the secondary feature that is innate to any singular service {‘deutera ousia – ‘secondary nature’ in the category theory from Aristotle from Latin ‘qualitas’ – ‘quality, how it is} Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro s. Wikipedia entry ‘Accident’ - http://en.wikipedia.org/wiki/Accident_(philosophy)
  44. 44. Serviciology Service Terminology & Service Taxonomy Service Characteristics – Intractable, Cumbersome & Dodgy 44 Any service per se is … … insubstantial so that it does not have any substance and does not leave some,  not detectable. … immaterial, so that it does not consist of any matter, solid or physical good,  not presentable. … intangible, so that it neither can be touched nor can be handled or gripped,  cannot be tested in advance. … perishable, so that it is consumed during & vanished after service rendering,  not existing before and not anymore after service rendering . … variable, as it is individually configured by the service consumer,  particular for each service triggering & service rendering. … not possessable, so that it can neither be sold or bought nor be owned or lost,  only service providing can be commissioned. … not superposable, so that it neither can be stored in a shelf nor can be transported,  but instead must be rendered to the service consumer. Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  45. 45. Serviciology Service Terminology & Service Taxonomy Service Characteristics – Demarcation, Good  Service 45 Characteristics of physical Goods Characteristics of Services • tangible and/or touchable • material and/or consisting of matter • substantial and/or with own substance • persistent and/or durable • orderable and/or deliverable • preproducible & not consumable • storable & transportable • salable & purchasable • transferable & can be taken over • inventoriable & balanceable • ownable & losable • actuatable & usable • groomable & maintainable • reparable & deletable • can be given back & taken back • intangible and/or untouchable • immaterial and/or without material part • insubstantial or without own susbstance • perishable and/or fugacious • commissionable & triggerable • simultaneously rendered & consumed • not storable & not transportable • not salable & not purchasable • not transferable & cannot be taken over • not inventoriable & not balanceable • not ownable & not losable • not actuatable & not usable • not groomable & not maintainable • not repairable & not deletable • not returnable & cannot be taken back Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  46. 46. Serviciology Service Terminology & Service Taxonomy Service Characteristics – Listing, Characteristic Type & Properties 46 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Element Content Property, direction Service characteristics Intangibility & Immateriality Insubstantiality & Perishability • inevitable • unalterable Service definition A service is a set of one-time consumable & perishable benefits. • generic & clear-cut, • complete & consistent
  47. 47. Serviciology Service Terminology & Service Taxonomy Outline – Structure, Sections & Contents Intro • Service – Word, Derivation & Translation • Serviciology – Word, Meaning & Science • Servicialisation – Term, Derivation & Demarcation Centro • Service Term – Demarcation, Essence & Definition • Service Characteristics – Accident, Explanation & Demarcation • Service Consumer – Activator, Addressee & Success Factor • Service Identifiers – Service Consumer, Service Object & Benefit • Service Types – Identification, Taxonomy & Categorization • Service Quality– Service Type, Service Attributes,& Explanation • Service Providing – Environment, Roles & Course Extro • Servicialisation – Methods, Objects & Results • ServicEducation – Training Series, Seminars & ServicExpeditions • Appendix – Sources, Links & References 47 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  48. 48. Serviciology Service Terminology & Service Taxonomy Service Consumer – Examples, Servicescape & Beneficiaries 48 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro 48 Everybody explicitly triggers services. Everybody is a service consumer many times a day. Everybody often needs service-specific benefits being effectuated. In short: Everybody is a service consumer.
  49. 49. Serviciology Service Terminology & Service Taxonomy Service Consumer – Activator, Participant & Value Creator 49 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Value Creation Business Process Service Consuming Service Consumer The Service Consumer is the mission critical factor for service rendering • He explicitly triggers a single service when needed & configures it situationally. • He is involved in service rendering by explicitly triggering & simultaneously consuming a service. • He inevitably feels any service impairment, either immediately or pretty soon. • He needs & employs the benefit effectuated to his service object. • He creates value by consuming the service for efficiently executing his upcoming activity. • He is an external factor from the perspective of the service provider. The Service Consumer saves himself service-relevant equipment & training. Service
  50. 50. Serviciology Service Terminology & Service Taxonomy Service Consumer – Self-Governance, Service Triggering & S. Consuming 50 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Value Creation Business Process Service Consuming Service Consumer Service An authorised Service Consumer is self-governed concerning • service triggering, i.e. point in time & location • service triggering rate, i.e. number of service triggers per period • service triggering system, e.g. desktop PC, smartphone for triggering e-mailing services • service object handed over at the service provision point and/or via the respective interface • service configuring according to his situational exigencies & expectations • service consuming & employing for his intents
  51. 51. Serviciology Service Terminology & Service Taxonomy Service Consumer – Servuction Model, Main Roles & Main Spheres 51 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro SERVICESCAPE Service Orchestrating Service ConsumingService Commissioning Service Concerting Servuction Customer Service Consumer Service Provider in-/external Service Feeder Service
  52. 52. Serviciology Service Terminology & Service Taxonomy Service Consumer – Servuction Model, Roles & Relationships 52 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro SERVICESCAPE Service Orchestrating Service ConsumingService Commissioning Service Concerting Servuction Customer Service Provider in-/external Service Feeder • deputy & advocate of service consumers • ordering party for the service provider • consignee of servuction customers • accountable for service providing • focussing on service consumers • composer & conductor of service providing (= servuction) • consignee of the service provider • member of the „service orchestra“ • composer of service contributions • manager of service relevant systems primary main role • activator & addressee • success factor & value creator Service Consumer
  53. 53. Serviciology Service Terminology & Service Taxonomy Outline – Structure, Sections & Contents Intro • Service – Word, Derivation & Translation • Serviciology – Word, Meaning & Science • Servicialisation – Term, Derivation & Demarcation Centro • Service Term – Demarcation, Essence & Definition • Service Characteristics – Accident, Explanation & Demarcation • Service Consumer – Activator, Addressee & Success Factor • Service Identifiers – Service Consumer, Service Object & Benefit • Service Types – Identification, Taxonomy & Categorization • Service Quality– Service Type, Service Attributes,& Explanation • Service Providing – Environment, Roles & Course Extro • Servicialisation – Methods, Objects & Results • ServicEducation – Training Series, Seminars & ServicExpeditions • Appendix – Sources, Links & References 53 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  54. 54. Serviciology Service Terminology & Service Taxonomy Service Identifiers – Service Rendering, Service Identifier & Activator 54 A service is a set of one-time consumable and perishable BENEFITs, • ensured by an accountable service provider, • effectuated by system functions and/or activities, • commissioned • by service customers (= servuction customers) • for authorized service consumers • from an accountable service provider • rendered • explicitly to an authorized service consumer • on his explicit service trigger • by effectuating the service-specific benefits to the SERVICE OBJECT • consumed • by the triggering SERVICE CONSUMER • for efficiently executing his upcoming activity. Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Activator
  55. 55. Serviciology Service Terminology & Service Taxonomy Service Identifiers – Service Rendering, Service Identifier & Target 55 A service is a set of one-time consumable and perishable BENEFITs, • ensured by an accountable service provider, • effectuated by system functions and/or activities, • commissioned • by service customers (= servuction customers) • for authorized service consumers • from an accountable service provider • rendered • explicitly to an authorized service consumer • on his explicit service trigger • by effectuating the service-specific benefits to the SERVICE OBJECT • consumed • by the triggering SERVICE CONSUMER • for efficiently executing his upcoming activity. Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Activator Target hands over service object
  56. 56. Serviciology Service Terminology & Service Taxonomy Service Identifiers – Service Rendering, Service Identifier & Essence 56 A service is a set of one-time consumable and perishable BENEFITs, • ensured by an accountable service provider, • effectuated by system functions and/or activities, • commissioned • by service customers (= servuction customers) • for authorized service consumers • from an accountable service provider • rendered • explicitly to an authorized service consumer • on his explicit service trigger • by effectuating the service-specific benefits to the SERVICE OBJECT • consumed • by the triggering SERVICE CONSUMER • for efficiently executing his upcoming activity. Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Essence Activator Target hands over service object benefit must be effectuated to the service object
  57. 57. Serviciology Service Terminology & Service Taxonomy Service Identifiers – Benefit, Service Object & Service Consumer 57 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Element Content Property, direction 3 generic service identifiers 1. Service Consumer 2. Service Object 3. Service-specific Benefit • constitutive for a service type • precise & succinct • from the perspective & perception of addressed service consumers Service characteristics Intangibility & Immateriality Insubstantiality & Perishability • inevitable • unalterable Service definition A service is a set of one-time consumable & perishable benefits. • generic & clear-cut, • complete & consistent
  58. 58. Serviciology Service Terminology & Service Taxonomy Service Identifiers – Generic, Constitutive & Exhaustive 58 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro 3 service identifiers per service type  Service Consumer  Service Object  Benefit Service Consumer Service Service Identifying Service Consuming
  59. 59. Serviciology Service Terminology & Service Taxonomy Service Identifiers – Demarcations, Explanations & Interdependencies 59 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Consumer Service Service Identifying Service Consuming  Service Consumer, whom to a singular service must be seamlessly & reliably rendered on his explicit service trigger  Service Object, which to the service- specific benefit must be effectuated for the triggering service consumer  Service-specific Benefit, that must be effectuated for the triggering service consumer to the service object
  60. 60. A benefit is a purposeful status change of a service object, that fulfils certain practical criteria. Serviciology Service Terminology & Service Taxonomy Service Identifiers – Benefit, Service Object & Status Change 60 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Identifying Service = benefit to the service object
  61. 61. Service Identifying Serviciology Service Terminology & Service Taxonomy Service Identifiers – Service Object, Object Category 1 & Illustrations 61 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Life & Limb Hab & Gut Daten & Dokumente Rechte & Ansprüche Service Consumer
  62. 62. Service Identifying Serviciology Service Terminology & Service Taxonomy Service Identifiers – Service Object, Object Category 2 & Illustrations 62 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Life & Limb Goods & Chattels Daten & Dokumente Rechte & Ansprüche Service Consumer
  63. 63. Service Identifying Serviciology Service Terminology & Service Taxonomy Service Identifiers – Service Object, Object Category 3 & Illustrations 63 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Life & Limb Goods & Chattels Daten & Dokumente Rights & Claims Service Consumer
  64. 64. Service Identifying Serviciology Service Terminology & Service Taxonomy Service Identifiers – Service Object, Object Category 4 & Illustrations 64 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Life & Limb Goods & Chattels Data & Documents Rights & Claims Service Consumer
  65. 65. Serviciology Service Terminology & Service Taxonomy Service Identifiers – Service Object, Object Categories & Requirements 65 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Life & Limb Goods & Chattels Data & Documents Rights & Claims Service Consumer Security Healthiness Intactness Well-being Security Status Intactness Confidentiality Security Usability Functionality Security Guarantee Asset Warranty Maintenance Each singular service must be safely & securely, completely & terminatorily rendered. Fulfilment criteria Fulfilment criteria
  66. 66. Serviciology Service Terminology & Service Taxonomy Outline – Structure, Sections & Contents Intro • Service – Word, Derivation & Translation • Serviciology – Word, Meaning & Science • Servicialisation – Term, Derivation & Demarcation Centro • Service Term – Demarcation, Essence & Definition • Service Characteristics – Accident, Explanation & Demarcation • Service Consumer – Activator, Addressee & Success Factor • Service Identifiers – Service Consumer, Service Object & Benefit • Service Types – Identification, Taxonomy & Categorization • Service Quality– Service Type, Service Attributes,& Explanation • Service Providing – Environment, Roles & Course Extro • Servicialisation – Methods, Objects & Results • ServicEducation – Training Series, Seminars & ServicExpeditions • Appendix – Sources, Links & References 66 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  67. 67. Serviciology Service Terminology & Service Taxonomy Service Identifiers – Explanations, Importance & Combination 67 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro 67 Service Consu- mer • activator & addressee • success factor & value creator Service Object • physical or logical object • handed over by the service consumer Service specific benefit • essence of any service (type) • effectuated to a service object
  68. 68. Serviciology Service Terminology & Service Taxonomy Service Types – Examples, Explanations & Extensions 68 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Business Process Service Object  practical & explicit  Service Consumer hands it over w. service trigger Benefit  Change of status of service object according to exigencies Value CreationService Consumer  Employee in business unit  in realm of s. customer  Role Owner / Post Owner Service Consuming Service Consumer Service Service Consuming
  69. 69. Serviciology Service Terminology & Service Taxonomy Service Types – Service Consumers, Primary Roles & Situations 69 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Consumer  Individual in everyday life  Employee in business unit  Role Owner / Post Owner Service Consuming Service Consumer
  70. 70. Serviciology Service Terminology & Service Taxonomy Service Types – Service Consumer, Everyman & Service Objects 70 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Consumer  Everyman  Traveller  Owner of a physical good Service Consuming Service Consumer Service object Initial state Service-specific benefit taxi passenger point of entrance taxi passenger is transported to his target location restaurant guest hungry & thirsty restaurant guest is catered & saturated car damaged for the car owner the car is repaired piece of clothing dirty for the owner the piece of clothing is cleaned & ironed packet with sender for the sender the packet is delivered to the addressee
  71. 71. Serviciology Service Terminology & Service Taxonomy Service Types – Service Consumer, Employee & Service Objects 71 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Consumer  Employee in business unit  in the realm of s. customer  Role Owner / Post Owner Service Consuming Service Consumer Service object Initial state Service-specific benefit customer record registered customer record is professionally processed & booked order record keyed in order record is professionally processed & booked billing record determined bill is created & sent according to the order e-mail written one copy each is forwarded to the e-mailbox of each addressee file created file is preserved in central storage system
  72. 72. Serviciology Service Terminology & Service Taxonomy Service Types – Service Consumer, Types & Examples 72 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Consumer Types employee in business unit recipient of company output employee of business partner guest of the enterprise further, …, other, …
  73. 73. Serviciology Service Terminology & Service Taxonomy Service Types – Service Objects, Categories & Types 73 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Consumer Types employee in business unit recipient of company output employee of business partner guest of the enterprise further, …, other, … Service Object Types Life & Limb Goods & Chattels Data & Document Rights & Claims
  74. 74. Serviciology Service Terminology & Service Taxonomy Service Types – Service Consumers, Service Objects & Relations 74 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Consumer Types employee in business unit recipient of company output employee of business partner guest of the enterprise further, …, other, … Service Object Types Life & Limb Goods & Chattels Data & Document Rights & Claims
  75. 75. Serviciology Service Terminology & Service Taxonomy Service Types – Service Consumers, Service Objects & Service Roles 75 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Consumer Types employee in business unit recipient of company output employee of business partner guest of the enterprise further, …, other, … Service Object Types Life & Limb Goods & Chattels Data & Document Rights & Claims • passenger • restaurant guest • seminar guest • hairdresser guest • patient • …. • owner • proprietor • user • operator • tenant • lessor • …. • author • creator • processor • sender • buyer • reader • …. • owner • hotel guest • client • citizen • petitioner • defendant • …..
  76. 76. Serviciology Service Terminology & Service Taxonomy Service Types – Service Object, Determination & Service Examples 76 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Consumer Types employee in business unit recipient of company output employee of business partner guest of the enterprise further, …, other, … Service Object Types Life & Limb • passenger • restaurant guest • seminar guest • hairdresser guest • patient • …. people transporting service catering service training service hairdressing service healthcaring service
  77. 77. Serviciology Service Terminology & Service Taxonomy Service Types – Example, People Transporting Service & S. Identification 77 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Consu- mer • traveller Service Object • life & limb of the traveller Service- specific Benefit • traveller is transported from starting point to his destination
  78. 78. Serviciology Service Terminology & Service Taxonomy Service Types – Example, Catering Service & Service Identification 78 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Consu- mer • restaurant guest Service Object • life & limb of the restaurant guest Service- specific Benefit • restaurant guest is catered with ordered food
  79. 79. Serviciology Service Terminology & Service Taxonomy Service Types – Example, Hairdressing Service & Service Identification 79 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Consu- mer • hairdresser‘s guest Service Object • life & limb of the hairdresser‘s guest Service- specific Benefit • hair is dressed according to the needs of hair- dresser‘s guest
  80. 80. Serviciology Service Terminology & Service Taxonomy Service Types – Example, Health-caring Service & Service Identification 80 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Consu- mer • patient Service Object • life & limb of the patient Service- specific Benefit • patient is cured
  81. 81. Serviciology Service Terminology & Service Taxonomy Service Types – Service Categories, Breakdown & Main Categories 81 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service category Caring service people baby sitting sick- nursing technical systems machine cleaning car cleaning Main- taining service Utility service electricity watricity Communi- cation service voice- based telephony text- based e-mail instant message Service types & respective servistries can be categorised.
  82. 82. Serviciology Service Terminology & Service Taxonomy Service Types – Service Hierarchy, Service Types & S. Contribution Types 82 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Tertiary service contribution types Secondary service contribution types Primary service contribution types Independent service types identified service type indispen- sable service contribution type protective service contributing type preventing service contribution type following-up service contribution type securing service contribution type preventing service contribution type recovering service contri- bution type supporting service contribution type service contribution type for basic provisioning Each independent service type is aggregated from certain service contributions.
  83. 83. Serviciology Service Terminology & Service Taxonomy Outline – Structure, Sections & Contents Intro • Service – Word, Derivation & Translation • Serviciology – Word, Meaning & Science • Servicialisation – Term, Derivation & Demarcation Centro • Service Term – Demarcation, Essence & Definition • Service Characteristics – Accident, Explanation & Demarcation • Service Consumer – Activator, Addressee & Success Factor • Service Identifiers – Service Consumer, Service Object & Benefit • Service Types – Identification, Taxonomy & Categorization • Service Quality– Service Type, Service Attributes,& Explanation • Service Providing – Environment, Roles & Course Extro • Servicialisation – Methods, Objects & Results • ServicEducation – Training Series, Seminars & ServicExpeditions • Appendix – Sources, Links & References 83 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  84. 84. Serviciology Service Terminology & Service Taxonomy Service Quality – Benefit, Connector & Service Type 84 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro ... is effectuated exclusively … … for a service consumer … … on his explicit service trigger … to his service object. primary service identifier … besides service consumer … … and service object … … per service type. is the essence of any service • constitutive service criterion • nucleus of the service definition … is connector between … … precise service identification … … concise service specification … … of a required service type. … is simultaneously consumed .. … by the service consumer, … … whilst the service is effectuated … … to his service object.
  85. 85. Serviciology Service Terminology & Service Taxonomy Service Quality – Letter Mailing Service, Benefit & Service Identifying 85 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro  Identifying by means of benefit • from perspective of Service Consumers • in terms of Service Consumers • in view of the activities of Service Consumers • for intents & exigencies of Service Consumers  Example Letter Mailing Service primary benefit: forwarding of the original letter Service Identifying
  86. 86. Serviciology Service Terminology & Service Taxonomy Service Quality – Letter Mailing Service, Service Identifiers & Descriptions 86 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Consu- mer • sender of the letter Service Object • original letter Service- specific Benefit • original letter is forwarded to the letter box of the addressee Service Identifying
  87. 87. Serviciology Service Terminology & Service Taxonomy Service Quality – Letter Mailing Service, Benefit & Connector 87 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Consu- mer • sender of the letter Service Object • original letter Service- specific Benefit • original letter is forwarded to the letter box of the addressee Basic specification for the precisely & succinctly identified service type ‚letter mailing service‘ No. Attribute name & description Attribute value for Service Level data type unitBronze Silver Gold 01 Service Consumer Benefits 01.01 Forwarding of the addressed & stamped letter For the sender his original letter is forwarded to the letter box of the designated addressee. forwarded original letter Service Identifying
  88. 88. Serviciology Service Terminology & Service Taxonomy Service Quality – Letter Mailing Service, Identifying & Specifying 88 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Identifying Basic specification for the precisely & succinctly identified service type ‚letter mailing service‘ No. Attribute name & description Attribute value for Service Level data type unitBronze Silver Gold 01 Service Consumer Benefits 01.01 Forwarding of the addressed & stamped letter For the sender his original letter is forwarded to the letter box of the designated addressee. forwarded original letter Service Specifying
  89. 89. Serviciology Service Terminology & Service Taxonomy Service Quality – Letter Mailing Service, Service Attribute 01 & Values 89 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Basic specification for the precisely & succinctly identified service type ‚letter mailing service‘ No. Attribute name & description Attribute value for Service Level data type unitBronze Silver Gold 01 Service Consumer Benefits 01.01 Primary & constitutive benefit: Forwarding of the addressed & stamped letter For the sender his original letter is forwarded to the letterbox of the designated addressee. forwarded original letter 01.02 Quarterny benefit: bouncing a letter with a wrong address Each sent letter with a wrong destination address is immediately returned to the sender adherent an understandable statement and explanation. rück- gemeldete Zustellungs- fehler01.03 Quarterny benefit: return of an undeliverable letter Each undeliverable letter is immediately returned to the sender adherent an understandable statement and explanation 01.04 Secondary benefit: Protection of the letter against unauthorized reading During letter mailing it is ensured that nobody reads or copies the letter.. geschützter Einwurf- briefkasten01.05 Secondary benefit:: Letterboxes protected against damaging Letterboxes are protected against being damaged and against taken out a letter
  90. 90. Serviciology Service Terminology & Service Taxonomy Service Quality – Letter Mailing Service, Service Attributes 02-04 & Values 90 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Basic specification for the precisely & succinctly identified service type ‚letter mailing service‘ No. Attribute name & description Attribute value for Service Level data type unitBronze Silver Gold 02 Service-specific functional parameters 02.01 letter sizes (length x width x. thickness) according to postage rate cm 02.02 letter weight according to postage rate gram 02.03 delivery acknowledgment normal registered letter return receipt option 02.04 delivery conditions normal express airmail option 03 Service Provision Points 03.01 letterbox publicly accessible letterbox type of letter delivery point 03.02 post office branch office of the post 03.03 post agency cooperating partner of the post 04 Service Consumer Count 1 number
  91. 91. Serviciology Service Terminology & Service Taxonomy Service Quality – Letter Mailing Service, Service Attributes 05-07 & Values 91 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Basic specification for the precisely & succinctly identified service type ‚letter mailing service‘ No. Attribute name & description Attribute value for Service Level data type unitBronze Silver Gold 05 Service Providing Readiness Times 05.01 Monday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00 hh:mm CE(S)T 05.02 Tuesday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00 05.03 Wednesday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00 05.04 Thursday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00 05.05 Friday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00 05.06 Saturday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00 05.07 Sunday & Holiday 00:00 – 24:00 00:00 – 24:00 00:00 – 24:00 06 Service Consumer Support Times 06.01 Monday 09:00 – 18:00 09:00 – 18:00 09:00 – 18:00 hh:mm CE(S)T 06.02 Tuesday 09:00 – 18:00 09:00 – 18:00 09:00 – 18:00 06.03 Wednesday 09:00 – 18:00 09:00 – 18:00 09:00 – 18:00 06.04 Thursday 09:00 – 18:00 09:00 – 18:00 09:00 – 18:00 06.05 Friday 09:00 – 18:00 09:00 – 18:00 09:00 – 18:00 06.06 Saturday 09:00 – 13:00 09:00 – 13:00 09:00 – 13:00 06.07 Sunday & Holiday no support no support no support 07 Service Consumer Support Languages 07.01 English X X X spoken language07.02 German X X X
  92. 92. Serviciology Service Terminology & Service Taxonomy Service Quality – Letter Mailing Service, Service Attributes 08 -12 & Values 92 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Basic specification for the precisely & succinctly identified service type ‚letter mailing service‘ No. Attribute name & description Attribute value for Service Level data type unitBronze Silver Gold 08 Service Fulfilment Target Minimum ratio of reliably rendered letter mailing services to explicitly triggered letter mailing services per authorized service consumer 98,00 % 09 Service Impairment Duration Maximum allowable duration for second attempt of letter delivery when it has failed in the first attempt 2 2 1 calendar day 10 Service Providing Duration Maximum allowable duration for completely & terminatorily rendering an explicitly triggered letter mailing service explicitly to the triggering service consumer for delivery addressees • in Germany up to 1 calendar day since calendar day of letter delivery • in European countries up to 3 calendar days since cal. day of letter delivery • in other countries : up to 7 calendar days since calendar day of letter delivery calendar day 11 Service Provision Unit Basic portion of service providing to a triggering service consumer The posted letter is delivered to the letterbox of the addressee designated by the sender of the letter. terminatory delivery of the posted letter 12 Service Providing Price 12.01 Service access price per authorized service consumer and calendar month n/a € 12.02 consumption price option 2: volume based fixed price for staged numbers of services per authorized service consumer and calendar month according to postage rate € 12.03 consumption price option 3: unit based fixed price per consumed service provision unit according to postage rate €
  93. 93. Serviciology Service Terminology & Service Taxonomy Service Quality – Service Definition, Service Identifiers & Service Attributes 93 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Element Content Property, direction 12 standard service attributes 1. Service Consumer Benefits 2. Service-specific Functional Parameters 3. Service Provision Points 4. Service Consumer Count 5. Service Providing Readiness Times 6. Service Consumer Support Times 7. Service Consumer Support Languages 8. Service Fulfilment Target 9. Service Impairment Duration 10. Service Providing Duration 11. Service Provision Unit 12. Service Providing Price • clear-cut & complete • according to the exigencies & expectations of addressed and/or authorized service consumers • in the terms & wording of addressed service consumers • the service attributes comply with the MECE rule (Mutually Exclusive & Collectively Exhaustive) 3 generic service identifiers 1. Service Consumer 2. Service Object 3. Service-specific Benefit • constitutive for a service type • precise & succinct • from the perspective & perception of addressed service consmers Service characteristics Intangibility & Immateriality Insubstantiality & Perishability • inevitable • unalterable Service definition A service is a set of one-time consumable & perishable benefits. • generic & clear-cut, • complete & consistent
  94. 94. Serviciology Service Terminology & Service Taxonomy Service Quality – Service Type, Service Specification & Service Attributes 94 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Denomination of the precisely & succinctly identified service type No. Attribute name Bronze Silver Gold data type/measuremt unit 01 Service Consumer Benefits free text description 02 Service-specific Functional Parameters service-specific 03 Service Provision Points physical location, interface 04 Service Consumer Count number 05 Service Providing Readiness Times weekday times 06 Service Consumer Support Times weekday times 07 Service Consumer Support Languages languages 08 Service Fulfilment Target % 09 Service Impairment Duration hh:mm 10 Service Providing Duration hh:mm:ss 11 Service Provision Unit service-specific 12 Service Providing Price €, $
  95. 95. Serviciology Service Terminology & Service Taxonomy Service Quality – Service Type, S. Providing Quality & S. Providing Price 95 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Denomination of the precisely & succinctly identified service type No. Attribute name Bronze Silver Gold data type/measuremt unit 01 Service Consumer Benefits free text description 02 Service-specific Functional Parameters service-specific 03 Service Provision Points physical location, interface 04 Service Consumer Count number 05 Service Providing Readiness Times weekday times 06 Service Consumer Support Times weekday times 07 Service Consumer Support Languages languages 08 Service Fulfilment Target % 09 Service Impairment Duration hh:mm 10 Service Providing Duration hh:mm:ss 11 Service Provision Unit service-specific 12 Service Providing Price €, $  clear-cut, complete & consistent  all 12 attribute values combined  concerns each explicitly triggered service  2 pages per service type  servuction offering of service provider ServiceProvidingQuality Service Providing Price
  96. 96. Serviciology Service Terminology & Service Taxonomy Service Quality – Service Type, Service Levels & Attribute Value Sets 96 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Denomination of the precisely & succinctly identified service type No. Attribute name Bronze Silver Gold data type/measuremt unit 01 Service Consumer Benefits free text description 02 Service-specific Functional Parameters service-specific 03 Service Provision Points physical location, interface 04 Service Consumer Count number 05 Service Providing Readiness Times weekday times 06 Service Consumer Support Times weekday times 07 Service Consumer Support Languages languages 08 Service Fulfilment Target % 09 Service Impairment Duration hh:mm 10 Service Providing Duration hh:mm:ss 11 Service Provision Unit service-specific 12 Service Providing Price €, $ 01 B 02 B 03 B 04 B 05 B 06 B 07 B 08 B 09 B 10 B 11 B 12 B 01 S 02 S 03 S 04 S 05 S 06 S 07 S 08 S 09 S 10 S 11 S 12 S 01 G 02 G 03 G 04 G 05 G 06 G 07 G 08 G 09 G 10 G 11 G 12 G Per service level one separate set of 12 service attribute values
  97. 97. Serviciology Service Terminology & Service Taxonomy Service Quality – Service Attributes, Focus & Service Consumer 97 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Denomination of the precisely & succinctly identified service type No. Attribute name Bronze Silver Gold data type/measuremt unit 01 Service Consumer Benefits Listing of benefits free text description 02 Service-specific Functional Parameters Listing of parameters service-specific 03 Service Provision Points Whereabouts S. Consumer physical location, interface 04 Service Consumer Count 1 number 05 Service Providing Readiness Times Working times from … to … weekday times 06 Service Consumer Support Times Working times from … to … weekday times 07 Service Consumer Support Languages Languages spoken w. S. C. languages 08 Service Fulfilment Target Minimum percentage e% 09 Service Impairment Duration Maximum allowable time hh:mm 10 Service Providing Duration Maximum allowable time hh:mm:ss 11 Service Provision Unit Basic portion of benefits service-specific 12 Service Providing Price €, $ Focus on Service Consumer & conditions of service rendering
  98. 98. Serviciology Service Terminology & Service Taxonomy Service Quality – Service Specification, Turntable & Pivot 98 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Identifying Service Specifying Service Composing Service Orchestrating Service Cataloguing Service Committing Service Concerting Service Billing Service specification Service Consumer Servuction Customer Service concept Service Bill
  99. 99. Serviciology Service Terminology & Service Taxonomy Service Quality – Benefit, Beneficiary & Service Consumer 99 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro ... is effectuated exclusively … … for a service consumer … … on his explicit service trigger … to his service object. primary service identifier … besides service consumer … … and service object … … per service type. is the essence of any service • constitutive service criterion • nucleus of the service definition … is connector between … … precise service identification … … concise service specification … … of a required service type. .. is simultaneously consumed ... … by the service consumer, … … whilst the service is effectuated … … to his service object.
  100. 100. Serviciology Service Terminology & Service Taxonomy Outline – Structure, Sections & Contents Intro • Service – Word, Derivation & Translation • Serviciology – Word, Meaning & Science • Servicialisation – Term, Derivation & Demarcation Centro • Service Term – Demarcation, Essence & Definition • Service Characteristics – Accident, Explanation & Demarcation • Service Consumer – Activator, Addressee & Success Factor • Service Identifiers – Service Consumer, Service Object & Benefit • Service Types – Identification, Taxonomy & Categorization • Service Quality– Service Type, Service Attributes,& Explanation • Service Providing – Environment, Roles & Course Extro • Servicialisation – Methods, Objects & Results • ServicEducation – Training Series, Seminars & ServicExpeditions • Appendix – Sources, Links & References 100 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro
  101. 101. Serviciology Service Terminology & Service Taxonomy Service Providing – Servicescape, Examples & Service Consumers 101 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Combined from ‚Service‘ & ‚Landscape‘ phrased by Mary Jo Bitner, already in 1981, in „Marketing Strategies and Organization Structures for service firms” in “Marketing of Services” der American Marketing Association http://en.wikipedia.org/wiki/Servicescape SERVICESCAPE
  102. 102. Serviciology Service Terminology & Service Taxonomy Service Providing – Service Consumer, Servicescape & Service Providing 102 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro SERVICESCAPE Just for the service consumers • the entire servicescape is planned & established, operated & maintained • service providing readiness is established & kept up • service providing capacity is kept up & adjusted • on an explicit service trigger one singular service is reliably rendered
  103. 103. Serviciology Service Terminology & Service Taxonomy Service Providing – Servuction Model, Main Roles & Main Spheres 103 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro SERVICESCAPE Service Orchestrating Service ConsumingService Commissioning Service Concerting Servuction Customer Service Consumer Service Provider in-/external Service Feeder Service
  104. 104. Serviciology Service Terminology & Service Taxonomy Service Providing – Service Trigger, Service Consumer & Service Transaction 104 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service trigger activity of an authorized service consumer trigger for a singular & unique service transaction • explicitly when service rendering is needed • on current service provision point • handing over his service- object • with individual service configuring • beginning of effective service providing duration
  105. 105. Serviciology Service Terminology & Service Taxonomy Service Providing – Service Provision Point, S. Consumer & Service Object 105 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Location Acting role Action/Activity Explanation Service Provision Point Service Consumer Service initiation Integrating the authorized service consumer into the servuction environment Service trigger Service consumer explicitly triggers a singular & unique service of the required service type for efficiently executing his upcoming activity Service configuring Service consumer sets parameters and fulfilment criteria for effectuating & rendering the explicitly triggered service Service object hand over Service consumer hands over his physical or logical service object to the servuction environment and/or to the custody & control of the accountable service provider
  106. 106. Serviciology Service Terminology & Service Taxonomy Service Providing – Service Consumer, Integration & Instruction 106 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro practical service need service consumer integration service configuring & triggering service rendering & service consuming service consumer extegration seamlessly into service- scape instan- taneously & reliably Service consumer must be guided through the environment & the course of service rendering (navigation/menu, hints, instructions, …, support) seamlessly! for executing upcoming activity hand over service object current fulfilment criteria
  107. 107. Serviciology Service Terminology & Service Taxonomy Service Providing – Service Provider, Service Object & S. Effectuating 107 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Location Acting role Action/Activity Explanation Servuction environment Service Provider Service object take over Service provider takes over the service object from the triggering service consumer Service consumer instructing Service provider guides the triggering service consumer through the course & the environment of service rendering Service transacting Service provider ensures that all required service contribution of the triggered service type are aggregated according to the service screenplay by executing all service- relevant functions & activities Effectuating benefits to the service object Service provider ensures safe & secure, reliable & effective, complete & terminatory effectuating of the service-specific benefits to the service object of the service consumer
  108. 108. Serviciology Service Terminology & Service Taxonomy Service Providing – Service Consumer, Service Consuming & Extegration 108 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Location Acting role Action/Activity Explanation Service Provision Point Service Consumer Service Consuming Service consumer simultaneously consumes the triggered service whilst it is effectuated for him & rendered to him Service consumer executes his upcoming activity based on the changed status of his service object Service Consumer Extegrating Service consumer is extegrated from the course and the environment of service rendering
  109. 109. Serviciology Service Terminology & Service Taxonomy Service Providing – Service Screenplay, E-Mailing Service & S. Trigger 109 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Providing Activity Explanation Service Contribution Triggering an e-mailing service Authorized service consumer clicks on ‘Send’-Button none
  110. 110. Serviciology Service Terminology & Service Taxonomy Service Providing – Service Screenplay, E-Mailing Service & Replication 110 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Providing Activity Explanation Service Contribution Triggering an e-mailing service Authorized service consumer clicks on ‘Send’-Button none Replication of original e-mail Copy of the original e-mail is replicated from the e-mail client system to e-mail entry server of the respective e-mail Account Replication service
  111. 111. Serviciology Service Terminology & Service Taxonomy Service Providing – Service Screenplay, E-Mailing Service & Antivirus 111 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Providing Activity Explanation Service Contribution Triggering an e-mailing service Authorized service consumer clicks on ‘Send’-Button none Replication of original e-mail Copy of the original e-mail is replicated from the e-mail client system to e-mail entry server of the respective e-mail Account Replication service Scanning of e-mail content & attachments for virus and malware Identified viruses or malware are purged or respective elements are isolated Antivirus service(s)
  112. 112. Serviciology Service Terminology & Service Taxonomy Service Providing – Service Screenplay, E-Mailing Service & Directoring 112 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Providing Activity Explanation Service Contribution Triggering an e-mailing service Authorized service consumer clicks on ‘Send’-Button none Replication of original e-mail Copy of the original e-mail is replicated from the e-mail client system to e-mail entry server of the respective e-mail Account Replication service Scanning of e-mail content & attachments for virus and malware Identified viruses or malware are purged or respective elements are isolated Antivirus service(s) Authentication of e-mail-addresses and respective accounts internal & external accounts are identified & verified LDAP service(s)
  113. 113. Serviciology Service Terminology & Service Taxonomy Service Providing – Service Screenplay, E-Mailing Service & Name Resolving 113 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Providing Activity Explanation Service Contribution Triggering an e-mailing service Authorized service consumer clicks on ‘Send’-Button none Replication of original e-mail Copy of the original e-mail is replicated from the e-mail client system to e-mail entry server of the respective e-mail Account Replication service Scanning of e-mail content & attachments for virus and malware Identified viruses or malware are purged or respective elements are isolated Antivirus service(s) Authentication of e-mail-addresses and respective accounts internal & external accounts are identified & verified LDAP service(s) Addressing of e-mail hosts and other service-relevant systems Determining P-Addresses for hostnames of other e-mail-server systems, e-mail gateway servers and/or. SMTP gateway DNS Service(s)
  114. 114. Serviciology Service Terminology & Service Taxonomy Service Providing – Service Screenplay, E-Mailing Service & Routing 114 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Providing Activity Explanation Service Contribution Triggering an e-mailing service Authorized service consumer clicks on ‘Send’-Button none Replication of original e-mail Copy of the original e-mail is replicated from the e-mail client system to e-mail entry server of the respective e-mail Account Replication service Scanning of e-mail content & attachments for virus and malware Identified viruses or malware are purged or respective elements are isolated Antivirus service(s) Authentication of e-mail-addresses and respective accounts internal & external accounts are identified & verified LDAP service(s) Addressing of e-mail hosts and other service-relevant systems Determining IP-Addresses for hostnames of other e-mail- server systems, e-mail gateway servers and/or. SMTP gateway DNS service(s) E-mail routing Determining e-mail routes to target domains routing service(s)
  115. 115. Serviciology Service Terminology & Service Taxonomy Service Providing – Service Screenplay, E-Mailing Service & Delivery Receipt 115 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service Providing Activity Explanation Service Contribution Triggering an e-mailing service Authorized service consumer clicks on ‘Send’-Button none Replication of original e-mail Copy of the original e-mail is replicated from the e-mail client system to e-mail entry server of the respective e-mail Account Replication service Scanning of e-mail content & attachments for virus and malware Identified viruses or malware are purged or respective elements are isolated Antivirus service(s) Authentication of e-mail-addresses and respective accounts internal & external accounts are identified & verified LDAP service(s) Addressing of e-mail hosts and other service-relevant systems Determining IP-Addresses for hostnames of other e-mail- server systems, e-mail gateway servers and/or. SMTP gateway DNS service(s) E-mail routing Determining e-mail routes to target domains routing service(s) Making e-mail copies creating copies of e-mail text & e-mail attachments copy service(s) Forwarding copies of the original e-mail Forwarding either to internal e-mail server systems or via the SMTP gateway to the external e-mailing service feeder storing & forwarding service(s) Delivering the e-mail copies Delivering by the internally or externally responsible service feeder e-Mail delivering service(s) Returning a receipt of delivery Receipt returned generally or on request e-mail-receipt service
  116. 116. Serviciology Service Terminology & Service Taxonomy Service Providing – Demarcation, Service Rendering & Service Consuming 116 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service rendering Effectuating the service-specific benefits by servuction automats and/or service actors Effectuating occurs • on explicit service trigger of a service consumer • at the current service provision point • to the designated service object • according to individual service configuring • including feedback to the triggering service consumer Service consuming Consuming the effectuated benefits by the triggering service consumer Service consuming occurs • simultaneously to service rendering • by executing his upcoming activity • in order to create value in the respective context
  117. 117. Serviciology Service Terminology & Service Taxonomy Service Providing – Demarcation, Service Output & Service Outcome 117 Intro | Service Term | Service Characteristics | Service Consumer | Service Identifiers | Service Types | Service Quality | Service Providing | Extro Service output Changed status of the handed over service object Service output • is the purposefully changed status of the service object • is achieved by effectuating the service specific benefits • satisfies the current exigencies & expectations of the triggering service consumer • enables the triggering service consumer to execute his upcoming activity Service outcome effect of the rendered service and/or of the changed status of the handed over service object Service outcome • comprises the fact that the triggering service consumer can efficiently execute his upcoming activity • was the motive for the service consumer to explicitly trigger a service of this type

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