Some aspects concerning a generic service process model building

Abstract

In the context of globalization of contemporary service economies there is an increasing need for interoperability, standardization and submission of service processes to common norms and regulations. This stimulates the research effort in elaboration of generic, unified approaches in service processes design. Service Science emerged in the past decade as an interdisciplinary specialization of systems theory, but there is still lack of consensus on its theoretical foundations. Starting from the comparative analysis of some relevant generic service models reported in the literature, the paper raises some specific questions regarding the research effort in this area and, based on a Service Science worldview of a service system and on the generic phases of a business process, deduces a generic model of a service process lifecycle, including part of the ISPAR states. Finally, a simple example from the educational service sector is discussed. © Springer International Publishing Switzerland 2014.