- Services are intangible and it is more difficult to obtain meaningful measures of the quality of service, the speed of performance, and the expertise of the person providing the service. Products are tangible and can be more easily measured.
2. Please explain the element of the “Survaction Model”, how each element can contribute to the customer experience?
- Inanimate Environment : All the nonliving features that are present during the service encounter
-Invisible : That part of a firm that reflects the rules, regulations, and processes on which the organization is based.
-Contact personnel: :Employees other than primary providers that interact with consumer
-customer A : The recipient of the bundle of benefits that is created though the service experience.
-customer B : other customers who are part of Customer A’s experience.
3. Please describe the technical core of the following service
a. Plastic Surgery clinic
b. Laundry shop
c. Online shopping website