Analysis of Service Processes Characteristics across a Range of Enterprises

The structure of services processes was explored using a database of 168 service processes that existed within a wide range of enterprises. The results indicate that applications within service science are not limited to the service industry and that service processes have many similar characteristics. The similarities exist across industry sectors (i.e., manu-facturing, service), customer types (i.e., internal, external) and enterprise size (large, SME). A few differences exist and their importance is discussed. It is suggested that an important field within the multidisciplinary umbrella of service science is organizational behavior.