Like measuring happiness, it is difficult to measure service quality. Inspecting and
measuring it in advance of delivery is even more difficult. In other words, most services cannot
be sampled or tried in advance. It is even difficult to determine and implement service
specifications due to high customisation, uniqueness and wide variability. The service product
itself is fluid and most of the time the outcome is evaluated and not the service process. Service
output, by and large, is a mix of physical facilities and mental or physical labour.