Mapping the Domain of Service Science

Abstract

The emerging discipline of service science currently lacks coherence because it calls on knowledge from many disciplines and covers topics ranging from services involving human interaction and discretion through invisible services that are hidden in computerized infrastructures. This paper explains the service domain framework, which is designed to help in understanding, analyzing, and researching service topics across the entire domain of service science. This framework is presented as four concentric layers, with the inner layer most closely related to specific service processes and activities, and each of the other layers successively broader in scope and further from action related to specific services. Figures in the paper illustrate the location of topics from different disciplines, synergies between quadrants, links within layers, the location of service-dominant logic, the location of various aspects of SaaS, and the path for bypassing the gap between human and machine services.

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