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International Conference on Exploring Service Science

IESS 2018: Exploring Service Science pp 330–343Cite as

Service Science Research and Service Standards Development

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Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 331))

Abstract

Recent increases in interest in the development of service standards among standards organizations follow the trend of growth in the service sector. This research in progress reviews the relationship between service science research and service standardization to determine whether there are areas of convergence and mutual influence and opportunities to increase exchanges between these two sides for mutual benefit. Service standards published by ISO and current service standards projects were categorized into Types (1) back stage, and (2) front stage of service activities. The definitions of “service” were also extracted from ISO standards to determine their commonality with service science concepts. It was found that ISO service standards were mostly related to back stage of service activities but some increase in projects with front stage orientation was seen. There was scant evidence that the definition of service used in standards had some commonality with service science concepts. Limitations to the research together with recommendations for further work that would foster mutual benefits for both service science research and standards development were discussed.

The opinions expressed in this article are the authors’ own and do not necessarily reflect the views of their affiliated organizations.

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Notes

  1. 1.

    ISO is an independent non-government international organization that publishes and promotes international standards in almost every industry to facilitate international trade. Its members are over 160 national standards bodies and its over twenty thousand published standards are the sources of specifications for products, services, and systems for quality, safety, and efficiency around the world.

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Author information

Authors and Affiliations

  1. Senior Expert, Research and Education, International Organization for Standardization (ISO), Geneva, Switzerland

    Reinhard Weissinger

  2. Lucas College and Graduate School of Business, San José State University, San José, CA, USA

    Stephen K. Kwan

Authors
  1. Reinhard Weissinger
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  2. Stephen K. Kwan
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Corresponding author

Correspondence to Stephen K. Kwan .

Editor information

Editors and Affiliations

  1. Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology, Karlsruhe, Germany

    Gerhard Satzger

  2. INESC TEC, Universidade do Porto, Porto, Portugal

    Lia Patrício

  3. Institute for Manufacturing, University of Cambridge, Cambridge, UK

    Mohamed Zaki

  4. Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology, Karlsruhe, Germany

    Niklas Kühl

  5. Karlsruhe Service Research Institute (KSRI), Karlsruhe Institute of Technology, Karlsruhe, Germany

    Peter Hottum

Appendix: List of Definitions of “Service” in ISO Standards

Appendix: List of Definitions of “Service” in ISO Standards

Source: ISO Online Browsing Platform (OBP), www.iso.org/obp. Data extracted on 2018/03/03

Sequence no.

Definitions of “Service” in ISO standards

# of ISO standards with this definition

1

Distinct part of the functionality that is provided by an entity through interfaces

14

1

Result of a process

6

3

Number of processes involving an organization in the provision of specific objectives

4

4

Output of an organization with at least one activity necessarily performed between the organization and the customer

4

5

Performance of activities, work or duties

4

6

Result of activities between a supplier and a customer, and the internal activities carried out by the supplier to meet the requirements of the customer

4

7

Means of delivering value for the customer by facilitating results the customer wants to achieve

3

8

Operation performed on an entity by a user on behalf of other users

3

9

Result of at least one activity necessarily performed at the interface between the supplier and the customer, which is generally intangible

3

10

Action of an organization id meet a demand or need

 

11

Independent, value-adding operation, which brings values to users, or applications providing benefits responding to user’s needs

1

12

Means of delivering value for the user by facilitating results the user wants to achieve

1

13

Means of delivering value to users by facilitating results users want to achieve without the ownership of specific physical or logical resources and the risks related to ownership

 

14

Means of delivering value to users by facilitating results users want to achieve without the ownership of specific resources and risks

1

15

Output of a service provider with at least one activity necessarily performed between the service provider and the customer

1

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Weissinger, R., Kwan, S.K. (2018). Service Science Research and Service Standards Development. In: Satzger, G., Patrício, L., Zaki, M., Kühl, N., Hottum, P. (eds) Exploring Service Science. IESS 2018. Lecture Notes in Business Information Processing, vol 331. Springer, Cham. https://doi.org/10.1007/978-3-030-00713-3_25

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  • DOI: https://doi.org/10.1007/978-3-030-00713-3_25

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-00712-6

  • Online ISBN: 978-3-030-00713-3

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