![Page 1: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/1.jpg)
Unified Service Theory and Perspectives on Services
Study Circle in Service Systems
![Page 2: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/2.jpg)
What is a Service?
“A service is an abstract resource that represents a capability of performing tasks that represents a coherent functionality from the point of view of provider entities and requester entities.” (W3C)
”Services are heterogeneous outputs produced to order and typically consist of changes in the conditions of the consuming units realized by the activities of producers at the demand of the consumers.“ (United Nations)
“A service is the provision of something of value, in the context of some domain of application, by one party to another.” (Chris Preist)
![Page 3: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/3.jpg)
What is a Service?
“A service is an abstract resource that represents a capability of performing tasks that represents a coherent functionality from the point of view of provider entities and requester entities.” (W3C)
”Services are heterogeneous outputs produced to order and typically consist of changes in the conditions of the consuming units realized by the activities of producers at the demand of the consumers.“ (United Nations)
“A service is the provision of something of value, in the context of some domain of application, by one party to another.” (Chris Preist)
Service properties
Intangibility
Inseparability
Heterogeneity
Perishability
![Page 4: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/4.jpg)
Unified Service Theory
”Services are production processes wherein each customer supplies one or more input components for that customer’s unit of production. With non-service processes, groups of customers may contribute ideas to the design of the prodct, but individual customers’ only participation is to select, pay for, and consume the output.”
Scott E. Sampson, ”The Unified Service Theory” in Handbook of Service Science, ed. P. Maglio et al., Springer, 2010
![Page 5: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/5.jpg)
Actor
ProcessInput Output
A Non-service Process
![Page 6: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/6.jpg)
A Service Process
Provider
Customer
Service processInput Output
![Page 7: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/7.jpg)
Sources of Heterogeneity
Provider
Customer
Service processInput Output
Variability in provider input
Variability in customer input
![Page 8: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/8.jpg)
Perishability
Provider
Customer
Service processInput Output
? ?
![Page 9: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/9.jpg)
Management Applications
Service development: handling variability in customer input, robust processes
Service innovation: finding new roles for customers in service processes
![Page 10: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/10.jpg)
Are Services Processes?
Sometimes we talk of services as resources:
”Our company offers car washing services”
![Page 11: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/11.jpg)
Strengths of Services
A service consumer does not own a service. She does not need to take on typical ownership responsibilities, like infrastructure management, integration, and maintenance. She can focus on how to make use of the service for her specific business.
Taxi Service
Customer
Encapsulated resources
![Page 12: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/12.jpg)
A Motivating Problem
You have bought a snow ploughing service for the winter, saying that whenever more than five cm snow has fallen, your street will be ploughed
![Page 13: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/13.jpg)
A Motivating Problem
You have bought a snow ploughing service for the winter, saying that whenever more than five cm snow has fallen, your street will be ploughed
However, it never snows this winter
Has the service been delivered?
![Page 14: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/14.jpg)
Value Modelling and REA
REA Ontology:
modelling exchanges and conversions of resources
Resource – an object viewed as valuable by some agent
Event – exchange of resources or conversion of resources
Agent – a legal entity that controls resources and performs events
![Page 15: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/15.jpg)
Exchanging Resources
Agent Agent
Resource Resource
![Page 16: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/16.jpg)
Exchanging Resources
Agent Agent
Resource Resource
Eventsexchangingresources
![Page 17: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/17.jpg)
Converting Resources
Resource
Resource
![Page 18: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/18.jpg)
Converting Resources
Resource
Resource
Resource
Eventsconvertingresources
![Page 19: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/19.jpg)
REA Conceptual Model
CONVERSION_PROCESS
EXCHANGE_PROCESS
FEATURE
RESOURCE
0..* 0..*0..*
hasPart
0..*
AGENT
ECONOMIC EVENTstockflow
1 0..*1 0..*for
1
0..*
1
0..*
performs
RESOURCE TYPE0..*
0..*
0..*
subsumes
0..*
1..*
0..*
1..*
0..*has
1
0..*
1
0..*
isOf
1..*
0..*
1..*
0..*
offersPROCESS
1
0..*
1
0..*
hasRespons...
11..* 11..*
partOf
PROCESS TYPE
0..*
0..*
0..*
subsumes
0..*
1
0..*
1
0..*
isOf
ECONOMIC EVENT_TYPE
stockflowtype1
0..*
1
0..*
isOf
1 0..*1 0..* 10..* 10..*
![Page 20: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/20.jpg)
REA Conceptual Model
CONVERSION_PROCESS
EXCHANGE_PROCESS
FEATURE
RESOURCE
0..* 0..*0..*
hasPart
0..*
AGENT
ECONOMIC EVENTstockflow
1 0..*1 0..*for
1
0..*
1
0..*
performs
RESOURCE TYPE0..*
0..*
0..*
subsumes
0..*
1..*
0..*
1..*
0..*has
1
0..*
1
0..*
isOf
1..*
0..*
1..*
0..*
offersPROCESS
1
0..*
1
0..*
hasRespons...
11..* 11..*
partOf
PROCESS TYPE
0..*
0..*
0..*
subsumes
0..*
1
0..*
1
0..*
isOf
ECONOMIC EVENT_TYPE
stockflowtype1
0..*
1
0..*
isOf
1 0..*1 0..* 10..* 10..*
The stockflow tells how an economic event affects a resource
![Page 21: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/21.jpg)
REA Conceptual Model
CONVERSION_PROCESS
EXCHANGE_PROCESS
FEATURE
RESOURCE
0..* 0..*0..*
hasPart
0..*
AGENT
ECONOMIC EVENTstockflow
1 0..*1 0..*for
1
0..*
1
0..*
performs
RESOURCE TYPE0..*
0..*
0..*
subsumes
0..*
1..*
0..*
1..*
0..*has
1
0..*
1
0..*
isOf
1..*
0..*
1..*
0..*
offersPROCESS
1
0..*
1
0..*
hasRespons...
11..* 11..*
partOf
PROCESS TYPE
0..*
0..*
0..*
subsumes
0..*
1
0..*
1
0..*
isOf
ECONOMIC EVENT_TYPE
stockflowtype1
0..*
1
0..*
isOf
1 0..*1 0..* 10..* 10..*
The stockflow tells how an economic event affects a resource
A process is a set of economic events
![Page 22: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/22.jpg)
What is Transferred?
What do you get when
you buy a book at a bookstore?
a book
![Page 23: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/23.jpg)
What is Transferred?
What do you get when
a book
you buy a book at a bookstore?
you borrow a book at a library?
a book
![Page 24: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/24.jpg)
What is Transferred?
What do you get when
a book
the right to read, sell, or even destroy a book
you buy a book at a bookstore?
X
X
you borrow a book at a library?
a book
the right to read a book for a period of time
![Page 25: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/25.jpg)
Hohfeldt’s Classification of Rights
Claim
One actor has a claim on another actor if the second actor is required to act in a certain way for the benefit of the first actor
![Page 26: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/26.jpg)
Hohfeldt’s Classification of Rights
Claim
One actor has a claim on another actor if the second actor is required to act in a certain way for the benefit of the first actor
Privilege
An actor has a privilege on an action if she is free to carry out that action without any interference from the environment
![Page 27: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/27.jpg)
Hohfeldt’s Classification of Rights
Claim
One actor has a claim on another actor if the second actor is required to act in a certain way for the benefit of the first actor
Privilege
An actor has a privilege on an action if she is free to carry out that action without any interference from the environment
Power
A power is the ability of an actor to create or modify social or legal relationships
![Page 28: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/28.jpg)
Hohfeldt’s Classification of Rights
Claim
One actor has a claim on another actor if the second actor is required to act in a certain way for the benefit of the first actor
Privilege
An actor has a privilege on an action if she is free to carry out that action without any interference from the environment
Power
A power is the ability of an actor to create or modify social or legal relationships
Immunity
An immunity refers to the restriction of power of one actor in terms of creating relationships on behalf of another actor
![Page 29: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/29.jpg)
Three Perspectives on Services
Abstraction – focus on the use of resources
Restricted access – accessing resources without owning them
Co-creation – supplier and customer create value together
![Page 30: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/30.jpg)
Service for Abstraction
Goods are concrete resources having properties like weight, volume, and colour
Service resources are abstract in the sense that they are defined only through the benefits they can bring
A service resource is defined through the process in which it can be used
![Page 31: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/31.jpg)
Service for Abstraction
A laundry service is defined in terms of the effects it has on clothes – making them clean
A laundry service may be based on different resource sets:
{washing machines, synthetic detergent}
{water tank, soap, labour}
![Page 32: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/32.jpg)
Service for Abstraction
![Page 33: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/33.jpg)
Service for Abstraction
A service resource is defined through the process in which it can be used
![Page 34: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/34.jpg)
Service for Abstraction
A capability is like a service resource but can be used in many processes
![Page 35: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/35.jpg)
Service for Abstraction
Restrictions are used to constrain the resources a capability is based on
![Page 36: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/36.jpg)
Service for Restricted Access
How can a provider offer access to his resources?
• By selling them. The customer will own the resources.
• By lending them. The customer will be allowed to use the resources for a period of time.
• By offering a service. The customer will get access to the resources only through the provider.
![Page 37: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/37.jpg)
Service for Restricted Access
How can a provider offer access to his resources?
• By selling them. The customer will own the resources.
• All privileges
• Power
![Page 38: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/38.jpg)
Service for Restricted Access
How can a provider offer access to his resources?
• By selling them. The customer will own the resources.
• All privileges
• Power
• By lending them. The customer will be allowed to use the resources for a period of time.
• Some privileges
![Page 39: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/39.jpg)
Service for Restricted Access
How can a provider offer access to his resources?
• By selling them. The customer will own the resources.
• All privileges
• Power
• By loaning them. The customer will be allowed to use the resources for a period of time.
• Some privileges
• By offering a service. The customer will get access to the resources only through the provider.
• Claims
![Page 40: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/40.jpg)
Service for Restricted Access
![Page 41: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/41.jpg)
From Offering to Commitment
When an offering is accepted, a commitment is created
![Page 42: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/42.jpg)
From Offering to Commitment
How are the different kinds of commitments fulfilled?
An ownership/loan commitment is fulfilled by giving rights
![Page 43: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/43.jpg)
From Offering to Commitment
How are the different kinds of commitments fulfilled?
A service commitment is fulfilled by a service delivery that consumes a service resource
![Page 44: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/44.jpg)
From Offering to Commitment
How are the different kinds of commitments fulfilled?
Triggers are used to specify any type of condition under which a Service Commitmentbecomes active
![Page 45: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/45.jpg)
The Snow Ploughing Case
How are the different kinds of commitments fulfilled?
There is never any service delivery
![Page 46: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/46.jpg)
The Snow Ploughing Case
How are the different kinds of commitments fulfilled?
There is never any service delivery
But the service commitment is honoured because the trigger never fires
![Page 47: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/47.jpg)
Service for Co-creation of Value
Goods are produced internally at a provider
who later on sells the goods to a customer
who uses them without the involvement of the provider
Service deliveries are usually parts of processes where value is co-created in an interaction between provider and recipient
The recipient provides some of his resources as input to the process
![Page 48: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/48.jpg)
Service for Co-creation of Value
![Page 49: Unified Service Theory and Perspectives on Services](https://reader035.vdocuments.us/reader035/viewer/2022062708/55879b8bd8b42afb748b45fa/html5/thumbnails/49.jpg)
Concluding Remarks
Three aspects on services
Abstraction
Restricted access
Co-creation of value
Captures the basics of several service analyses in the literature
A basis for service descriptions