Simultaneity
A typical manufactured good, such as a refrigerator or a television, can be inspected before it is delivered to retail outlets, where they are then sold to customers. However, services in H&T organizations are created and consumed simultaneously, which can prevent employing active quality control mechanisms. In addition, as just noted, customers and employees need to participate and coordinate in the service delivery process. It is almost impossible to have one manager for every employee to monitor the service delivery process and make sure that frontline employees are doing their jobs well, in addition to guiding the customers’ participation in the process.