What is this thing called service?

Explores the richness of meaning that has grown up around the service concept in the management literature. Examines the subtleties which arise when “service” is used to denote industries, outcomes and processes, and explores more specific service concepts, such as the quality of service encounters and service experiences. Concludes that many of the concept’s ambiguities relate to the use of the word “service” and shifts of meaning which result. Indicates that there are clear dichotomies between providers’ and customers’ views of “service”. Parallel dichotomies can be found between the delivery and consumption of “core services” and the emotional/hedonic dimensions of service performance. Discusses the importance of these and suggests ideas for the marketing and management of services. In addition, develops a broad structural framework with which these ideas can be linked and identifies a number of new avenues of research.