Performance, process and deeds provided or co-produced by one entity or person for another entity or person
Services include
Tangible - Reports or Instructional Material
Intangible - Designing Web Page, training, providing information, passing down knowledge
Service culture
A shared purpose where each member of the organization is focused on creating value for others inside and outside the organization
A customer not only expects state of the art facilities, but also the best customer service culture
Service characteristics
Intangible
Occurs interactions between service suppliers and customers, and/or physical resources or goods and/or systems of the service provider that offer solutions to the customers
An act or process delivered or offered by one party to another
Cannot be displayed to customer
Cannot be seen or touch
Require the service provider and customer during the transaction
Service quality
Satisfaction of Expectation
Service quality dimensions (Gronroos, 1994)
Technical Quality - Tangible elements that support the service experience
Functional Quality - Service performance an way it delivered to customers
Corporate Image - Combination of technical and fictional quality
Service and technology
Potential for new service offerings<|>Technology has been basic force behind service innovations
Emerging technologies that shape customer behaviour
