serviceuse

Serviceuse, sometimes written as service use, is a concept used in service science, marketing, and public administration to refer to the utilization of services by users. It describes the act of accessing, engaging with, and benefiting from service offerings provided by organizations, as well as the interactions that occur during a service encounter. Serviceuse applies to both physical services and digital services, including healthcare, finance, education, entertainment platforms, and government programs.

Dimensions of serviceuse include frequency, duration, intensity, and the channels through which services are accessed (in person, online, mobile). Adoption and retention rates, utilization patterns, and user engagement are common metrics used to study serviceuse. The concept is used to analyze how people actually use services, not merely whether they are offered.

Factors influencing serviceuse include customer need, perceived value, convenience, trust, service quality, accessibility, cost, and macro factors such as regulation and cultural norms. Serviceuse outcomes include satisfaction, loyalty, co-creation of value, and sometimes disengagement if expectations are unmet.

Measurement and privacy: Serviceuse data are often collected to inform service design and operations. Analysts emphasize ethical data handling, consent, and privacy-preserving practices to avoid misuse or discrimination. Implications extend to business strategy, public policy, and research on consumer behavior and service delivery.

Relation to broader concepts: Serviceuse relates to service design, user experience, and the service-dominant logic that treats service as a core economic activity. It informs planning, optimization of delivery channels, and studies of how people interact with services across sectors.