Teenindusteabena

Teenindusteabena is a term used in Estonian service science to describe an approach to service delivery in which information and knowledge are treated as a central component of the service encounter. The word is formed from teenindus (service) and teave (information), with the -na suffix indicating a modality or state, effectively meaning “service as information.”

Origin and scope: The term appears in Estonian academic and industry discussions from the 2010s onward, in contexts concerned with knowledge-intensive services. It denotes interactions where service personnel actively share relevant information, advice, and procedural know-how to help customers achieve their goals, beyond merely processing a transaction.

Principles and practice: Implementations typically rely on structured knowledge resources, such as centralized knowledge bases, training in consultative communication, and digital tools that mediate information flow between staff and customers. It often combines elements of knowledge management, customer experience management, and service-dominant logic to create value through information exchange during the service encounter.

Impact and challenges: Benefits may include increased customer satisfaction, higher perceived value, and better decision support for customers. Challenges include keeping information current, ensuring consistency across channels, and safeguarding privacy when sharing data.

See also: knowledge management in services, customer experience management, service-dominant logic.