It is all about service

This post, “It is all about service” by Kaisa Koskela-Huotari, was highlighted by the Service Design Network and I am so happy that they did! I’m passionate about the positive user experience offered through SD logic. A great post!

Service Science Odyssey

The first fundamental premise of the service-dominant (S-D) logic says that service is the fundamental basis of exchange [1]. In other words ─ all business is actually service business. This sounds quite straightforward. However, in order to truly capture what is meant by this statement we need to make clear distinction with services as traditionally understood and service as defined in the S-D logic.

In my previous post I told how I was struggling with the awkward division between services and products before I found the S-D logic literature. Traditionally, we view services and products as something very different from each other, to an extent that there seems to be quite strong confrontation between the two. Due to the triumphs of the industrial era, our attention has been steered towards making tangible outputs, i.e. products. For a long time, service was ignored almost altogether and treated either as an add-on to the core product or as…

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