SERVICE RELATIONSHIPS Flashcards
Service offerings
“A service offering is a description of one or more services, designed to address the needs of a target consumer group. A service offering may include goods, access to resources, and service actions.”
Goods
With goods, ownership is transferred to the consumer – for example, buying a car. The consumer takes responsibility for future use of the goods.
Access to resources
With access to resources, ownership is not transferred to the consumer – for example, renting a car. Access is granted or licensed under agreed terms and conditions – for example, the consumer might agree not to drive more than 10,000 miles per year.
Service actions
Service actions are performed by the provider to address a consumer need – for example, roadside assistance if a car breaks down. They are performed according to the agreement with the consumer – for example, paying extra to have guaranteed assistance within one hour.
Service relationships
“A service relationship is a cooperation between a service provider and a service consumer. Service relationships include service provision, service consumption, and service relationship management.”
Service provision
“Activities performed by an organization to provide services. This includes management of resources configured to deliver the service, access to these resources for users, fulfilment of agreed service actions, service performance management and continual improvement. It may also include the supply of goods.”
Service consumption
“Activities performed by an organization to consume services. This includes the management of the consumer’s resources needed to use the service, service use actions performed by users, and may include receiving (acquiring) goods.”
Service relationship management
“This includes joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings.”
