Service Science:Concepts, Technology, Management by Katzan Jr. Harry

Author:Katzan Jr., Harry
Language: eng
Format: mobi
ISBN: 9780595625727
Publisher: iUniverse
Published: 2008-11-09T16:00:00+00:00

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Service Technology

Services are ubiquitous, as suggested by Table 6.1 that gives an inclusive list of service systems, where a service system is a collection of resources and economic entities, capable of engaging in or supporting one or more service events. Even though the list is diverse, each system has one element in common: the clients and providers have to communicate even though one or both of them might be a computer. Communication means messages and that seems to be a good place to begin a chapter on service technology. On another front, practically everything in our existence is related to services, since most of the gross national product is derived from services and most people are involved in services in everyday life. It is generally felt that the association of services with technology will also make things function more effectively and more efficiently – at least most of us hope that is the case. The major focus will be on enterprises, such as business, government, and education, and on facilities that provide services that affect a lot of people – like the Internet. We are moving into the world of computers and technology.

SERVICE TECHNOLOGY CONCEPTS

The basis of service technology is really straightforward. Clients and providers communicate with one another through the use of messages and contracts, and in many areas of service, the communication involves information and communications technology (ICT). A client and a provider can be tightly coupled, as when a patient is sitting in front of the doctor and they are having a give-and-take conversation, or loosely coupled, as when you send a request to someone via email and receive a response at some undetermined time in the future. In the former case, the client and provider are communicating in a synchronous mode without technology, and in the later case, they are communicating in an asynchronous mode with the use of technology. The contract is a formal or informal agreement that delineates the service in which the client and provider

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