SQBOK Definitions and Scope
Definition of Service and Service Quality
Service is both a non-tangible product or output and support delivery processes, as these can be difficult to distinguish. Provision of service does not result in transfer of ownership. Services exist for customer benefit and may stand alone or accompany a tangible good. Service quality is defined as the customer perceived difference between realized and expected benefit.
Types of Service
- Service industries: The SQBOK is intended to have global applicability to service; therefore, any service industry is applicable. Prominent industries such as healthcare, finance, and the contact center will be mentioned specifically.
- Service in manufacturing (support service): The service that accompanies a product can be nearly as important as the product itself, such as in the automotive industry.
- Internal service: Every organization with more than one member relies on internal service to perform work. This term may refer to an individual carrying out a task for another or a team with specific support responsibilities.
- Transactional, ongoing, and continual: Many categorize all services as transactional, meaning that the service is delivered over a brief period of time and then ends. However, many services, like utilities, are continuous. Still other services, like daycare, are repeatedly delivered and are best described as ongoing. There are special considerations in each case.
SQBOK Scope
Created with the input of the Service Quality Division membership, the above definitions help establish the scope of the SQBOK. Those who are responsible for service performance and improvement as defined here are the target audience for and users of the SQBOK.
Additionally, the definition of service was integral to determining specific criteria for SQBOK inclusion. All items included in the SQBOK are topics, tools, or methods that meet the following criteria:
- Specific to or having specific applicability to service
- Applicable across multiple service types and industries
- Established level of peer acceptance
