In order to clarify the understanding of service engineering, the first chapter of the theoretical basis proceeds as follows: to begin, an integral conceptualization of services will be given. Then, customer integration and process apparentness will be highlighted as two essential service basics. To explain the concept of service engineering, an historical abstract of the term will be given, covering the different disciplines in which the term has been used. After the presentation of several service engineering models, the chapter will focus on the service blueprint model in particular.


Service Provider Service Process Service Operator Service Production Service Engineering 
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© Deutscher Universitäts-Verlag | GWV Fachverlage GmbH, Wiesbaden 2006

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