T5

• Components of a service product: core product, supplementary services, and delivery processes
• Product development implies a defined and consistent "bundle of output"; ability to differentiate one bundle of output from another
• Core product - 'what' the customer is fundamentally buying
• Supplementary services - other service-related services    
• Delivery process must address the following issues:

  How the different service components are delivered to the customer

  The nature of customers' role in those process

  How long the delivery lasts

  The prescribed level and style of service to be offered
• Facilitating supplementary services - required either "for service delivery" or "for aid" in the use of the core product
• Enhancing supplementary services - add extra value and appeal for customers