Objects and methods of service science

Abstract

The scale, complexity, and interdependence of modern systems of services in relation to globalization, demographic changes, and technological developments have reached an unprecedented level. In most developed countries, more than 70% of GDP is generated by the service industry, which employs today (according to the International Labour Organization), more than half of humanity. This paper describes the main tasks of the science of services that occurred recently at the initiative of the IBM company. Research topics, the tasks of business, education, and the government in the field of improving and scaling systems of service are consistently considered. The capabilities to provide engineering and human resources for processes of development and maintaining service systems are demonstrated by the example of a service-oriented Customer Relationship Management system.