Service Science Sustainability from the View of Asia Pacific

Nur Fazidah Elias (), Ruzzakiah Jenal (), Hazilah Mohd Amin (), Hazura Mohamed () and Siti Aishah Hanawi ()
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Nur Fazidah Elias: Universiti Kebangsaan Malaysia
Ruzzakiah Jenal: Universiti Kebangsaan Malaysia
Hazilah Mohd Amin: Universiti Kebangsaan Malaysia
Hazura Mohamed: Universiti Kebangsaan Malaysia
Siti Aishah Hanawi: Universiti Kebangsaan Malaysia

Chapter Chapter 1 in Service Excellence for Sustainability, 2021, pp 1-12 from Springer

Abstract: Abstract The service definition is changing throughout the times. Services were previously defined as work done by a person to benefit others, such as banking, health, transportation, and hospitality services. However, today’s world, laden with information, communication, and technology, has made traditional services into service science. Service science focuses on service systems that provide value for users to be satisfied with the service innovations received. Thus, the service system’s efficiency and quality can be improved to create value in the service. The existence of value occurs when consumers consider the advantages and disadvantages of a product or service. Consumer involvement in the development of service produces the value co-creation. Through the value co-creation, the company as a service provider and the consumer as the service recipient interact to perform joint activities and create value based on the consumer experience. The interaction of consumers and companies to co-create value is service innovation. This chapter is an introduction to the discussion of service innovation in the real world. An overview of service science, value co-creation, and service innovation are discussed in detail. A summary of each chapter on issues in service excellence and sustainability is also discussed.

Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-981-16-2579-4_1

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DOI: 10.1007/978-981-16-2579-4_1

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