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Communication Dans Un Congrès Année : 2009

Contribution to the definition and modelling of service and service activities

Résumé

The set of proposed definitions and characteristics that led to debates between specialists in economics for several years and gave place to a variety of visions and approaches are still not consensual and science engineers challenge them (Alix et al. 2006), (Wolak, 1998), (Touzi et al. 2008), (Wild et al. 2009). Questions unsolved concern: (i) the definition of a service, (ii) its nature: series of activities or output of a specific production process, the duality with product; (iii) the four IHIP characteristics (Intangibility, Heterogeneity, Inseparability and Perishability) used to distinguish them from products; (iv) the role played by each elements of the production process, etc. Goal of this paper is to present, on the one hand, the existing literature concerning services (definitions and specificities) mainly proposed by economists and, on the other, arguments proposed by science engineers that challenge them. That study allows us to propose a generic definition and a preliminary model of service activity based on UML.

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Autre
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Dates et versions

hal-00405189 , version 1 (19-07-2009)

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  • HAL Id : hal-00405189 , version 1

Citer

Mounir Badga, Wael Touzi, Thecle Alix. Contribution to the definition and modelling of service and service activities. APMS2009 Conference, Sep 2009, Bordeaux, France. pp.619 -626. ⟨hal-00405189⟩
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