A Definition of Service as Base for Developing Service Science

Abstract

Service industries today comprise more than 75% of the U.S. economy and the great majority of the gross domestic product of virtually all developed nations. It is therefore important to conduct a systematic analysis on service and develop service science for further studies and researches. Service has been classified as acts, deeds or performance in contrast to tangible goods and products. Current researchers are more focused on business-oriented or commercial service. Nevertheless, there are other types of service activities within the public sector and voluntary sector as well. Those service activities not only provide an excellent outlet for a variety of society's labor and skills, but also serve other political, economic and social functions in our society. This paper therefore proposes a broader definition for service as a process by which the provider fulfills a mission for a client so that value is created for each of the two stakeholders. This definition encompasses all perceived service activities of interest, so that it can be utilized in studying and analyzing the characteristics of service and the service system in general.