Research Institute Eriss

ERISS: What is Service Science?

Service science has evolved in response to the need to combine technological and non-technological innovation in a rapidly growing sector [NY Times 2006] [University of Cambridge 2007]. The term covers research, scientific initiatives, and innovative educational approaches and concepts.

The discipline addresses the service sector's unique problems by adopting multiple approaches. It draws on ICT, business, management, industrial engineering, socio-legal sciences, and economics (see Figure 1). The innovative creation of value for both customers and shareholders lies at the core of this interdisciplinary approach.

Our definition promotes substantive outcomes (collaboration, innovation and quality of life) that are grounded in research (science, models, theories and applications). This neither precludes any relevant discipline from participating, nor prescribes any particular methodology.

A 'service-dominant' logic has emerged, which provides a more robust framework than the traditional goods-dominant logic. The primary tenets of this service-dominant logic are:

  1. the conceptualization of a service as a process;
  2. a focus on dynamic resources, such as knowledge and skills; and
  3. an understanding of value as a collaborative process [Lusch 2008].

Service science emphasizes global economic dynamics such as globalization, competition, outsourcing, and interdependence.