Abstract

Chapter II introduced universal service concepts (i.e. concepts that apply to any type of organization and service). In that chapter, we argued that services are so ubiquitous, that it is hard to think of any organization that does not offer services of some sort to internal (i.e., its own departments, divisions, employees) or external consumers (customers, partners). Yet, despite its ubiquity, a service is often hard to pinpoint and describe, even by its own providers.