Serviciology – Service Terminology and Service Taxonomy

A proposal for establishing the serviciology, i.e. the science & the teaching about the service as such, has been compiled at end of the year 2014. It has been explained & illustrated in the slide deck below.

By systematically developing & permanently establishing the discipline of serviciology shall be created the terminological & conceptual, methodical & practical foundations for reliable & cost-efficient service providing management (= servuction management).

Part 01 of this venture deals with

  • the service terminology, starting with the derivation & definition of the term ‘service’
  • the service characteristics that must be comprehensively allowed for
  • the service consumer as the mission critical role for any & every service rendering
  • the identification of service types with its basics & method
  • the specification of service quality with its basics & method
  • the service taxonomy for categorizing different service types
  • the service providing modell comprising
  • >> the 4 main roles & their interactions
  • >> the servuction environment & the servuction process

Based on the feedbacks & comments, incitements & suggestions, corrections & complements out of the community, this fundamental part will be advanced & detailed, completed & improved. Further parts of the serviciology will be worked out & framed in appropriate documentations.


  1. “Service Innovation” necessitates that the service type to be innovated has been precisely identified & concisely specified afore. Without such a reference, nothing can be innovated regarding effectuating & rendering explicitly triggered, singular & unique services of this type.

    As explained & illustrated in the slide ‘Serviciology – Service Terminology & Service Taxonomy’, each required and/or desired service type, either newly planned or already rendered, can be

    > precisely & succinctly identified by means of its 3 constitutive service identifiers from the perspective & perception of addressed and/or (already) authorized service consumers in the realms of commissioning servuction customers

    > completely & concisely specified based on the 12 standard service attributes according to the exigencies & expectations of addressed and/or (already) authorized service consumers as well as in their terms & wording.

    Whilst the identification of a certain service type is steady, the service (level) specification(s) can be changed by adjusting the service attribute values to new or other exigencies & expectations of addressed and/or authorized service consumers. If any “service innovation” is feasable and/or required, it only can be expressed by means of changed and/or updated service attribute values.

    “Service Innovation” must be clearly & consistently distinguished from innovating service-relevant technical systems and/or physical goods. The latter are innovated by engineering new functions and/or features. If these are relevant for effectuating & rendering services of a precisely identified service type, the manner of rendering such services or the quality of the rendered services may be changed.
    In other words:

    > A type of physical good and/or technical system only can be innovated by means of new or changed functions (its essence and/or quiddity) however these are engineered and implemented.

    > A type of service only can be innovated by means of effectuating & rendering its constitutive benefit (its essence and/or quiddity) in another manner and/or by other means. As a consequence the implicite or explicite service screenplay for this service type must be adapted accordingly in the course of composing & orchestrating the rendering of such services

  2. Amongst others, the servuction framework comprises the 3 main elements of the generic business model for service providers in any servistry, namely

    > servuction promise (= accountability for service providing)
    by means of practical & binding servuction offerings in the service catalogue as well as based on binding committments in Servuction Level Agreements or Servuction Contracts

    > servuction concept (= methodology of service providing)
    based on the easy & catchy methods from service identifying to service billing as illustrated on slide 121 and as explained to more details in the slide deck of the master class ‘Servicialisation – From Service Identifying to Service Billing’

    > servuction earning model (= cost-effectiveness of service providing)
    in the form of servuction controlling based on the complete abstraction & consistent transfer of the proven methods for production controlling to servuction controlling. This is feasable based on the reference figure of the Service Provision Unit of a precisely identified & concisely specified service type. The Service Provision Unit is specified in the identical service attribute 11 of a complete & concise service specification.

    All this is taught & explained in seminar ES20 ‘Service Provider – Service-Trilemma & Geschäftsmodell’
    s. slide deck of seminar ES20
    s. announcement of seminar ES20

  3. Just for clarifying the basics and the wording:

    A “service framework” would have no content because

    > any & every service as such is intangible & immaterial, insubstantial & perishable

    > is effectuated & rendered anew only when and/or whenever an authorized service consumer explicitly triggers a service for efficiently executing an upcoming activity

    > is simultaneously consumed by the triggering service consumer for effectively & efficiently executing his upcoming activity creating value in so doing.

    Thus, it would be more consistent and rather self-explanatory to write and speak about a ‘service providing framework’, even better ‘servuction framework’ according to the illuminative & path-breaking thought:

    “Production, c’est faire des choses. Servuction, c’est rendre des services.”
    “Production is making goods. Servuction is rendering services.”
    [Pierre Eiglier & Eric Langeard]
    s. article ‘Le service et sa servuction’ from Pierre Eiglier

    Creating the term ‘servuction’ in analogy to the term ‘production’ was one of the most helpful and advancing neologisms in this subject area. Above all, it spells out that it is about a course of actions (of service actors) and/or function executions (of servuction automats) as a service per se neither can be(come) available or persistent. The latter perception is misguiding in many aspects.

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