A service is a non-tangible item sold to consumers - someone does something for you
E.g. hairdressers, trains
What is the transformation process for services?
Input -> Production processes -> Services
Health workers -> organisation structure -> types
Other inputs e.g. facilities, equipment -> organisational norms -> quality
Transportation -> management -> __
__ -> technology -> __
__ -> incentives -> __
__ -> regulations -> __
What is customer service?
A series of activities designed to enhance the level of customer satisfaction that is, the feeling that a product or service has met or exceeded customer expectations.
