Service Package Concepts

Front

What is a Service Package?

Back

A bundle of goods and services that is provided in some environment.

Front

What are supporting facilities?

Back

The physical resources that must be in place before a service can be offered.

Front

What are facilitating goods?

Back

The material purchased or consumed by the buyer, or the items provided by the customer.

Front

What is information in the context of services?

Back

Operations data or information that is provided by the customer, to enable efficient and customized services.

Front

What are explicit services?

Back

The benefits that are readily observable by the senses and that consist of the essential or intrinsic features of the service.

Front

What are implicit services?

Back

Psychological benefits that the customer may sense only vaguely, or the extrinsic features of the service.

Front

What does customer contact refer to?

Back

The physical presence of the customer in the system.

Front

What is meant by the creation of the service?

Back

The work process involved in providing the service itself.

Front

What is the extent of contact?

Back

The percentage of time the customer must be in the system relative to the total time needed to perform the customer service.

Front

What are the elements of a good service guarantee?

Back

Unconditional, Easy to understand and communicate, Meaningful to the customer, Painless to invoke.