Servicerelaterade

Servicerelaterade is an adjective used in Swedish-language business and academic contexts to describe phenomena, strategies, or metrics that pertain to services rather than tangible products. The concept covers the ways organizations design, deliver, and manage value in service encounters, including customer interactions, support activities, and service ecosystems.

Scope and components include service design, service delivery, service management, customer experience, and service recovery. Because services are intangible and often co-produced with customers, servicerelaterade approaches emphasize process quality, people, technology, service catalogs, and service level agreements. The idea highlights how value is created through interactions and routines rather than solely through physical goods.

Measurement in servicerelaterade contexts relies on indicators such as customer satisfaction, Net Promoter Score, first contact resolution, average handling time, uptime, incident and problem management, and cost-to-serve. These metrics help assess service quality, efficiency, and the overall performance of service-oriented operations.

Contexts where servicerelaterade principles are applied include IT service management, hospitality and retail customer service, field service operations, and software-as-a-service business models. In these areas, emphasis is placed on reliability, responsiveness, and the ability to adapt services to individual customer needs.

Relation to theory and practice links servicerelaterade to service-dominant logic and service quality models (such as SERVQUAL). Challenges in applying the concept include the inherent intangibility of services, variability in service delivery, and the need for continual improvement through design thinking, customer feedback, and aligned performance metrics.