Service Growth

1.1 Introduction

Service activities transform the state of an entity (e.g., person, business, community, and/or region/nation) or an entity’s possessions. Historically, service activities depended upon direct interactions between a customer (beneficiary) and provider (expert), as in the cases of business consulting, medical care, education, wealth management, transportation, food services, and others. Examples of such transforming activities are illustrated in Table 1.1.

Table 1.1. Service Transforming Activities

Entity Examples of transforming services


Foods, legal, entertainment, financial healthcare, education


Design, maintenance, operations, logistics


Management consulting, outsourcing ...

Get Achieving Service Excellence now with the O’Reilly learning platform.

O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.