Service consumer count – the number of consumers that are enabled to consume a service.At this point the service delivery preparation can be assessed and delivery can be monitored and controlled. Service delivery point – the physical location and/or logical interface where the benefits of the service are rendered to the consumer. whether the passenger sits in an aisle or window seat. Service-specific functional parameters – parameters that are essential to the respective service and that describe the important dimension(s) of the servicescape, the service output or the service outcome, e.g.These benefits must be described in terms that are meaningful to consumers. Service consumer benefits – (set of) benefits that are triggerable, consumable and effectively utilizable for any authorized service consumer and that are rendered upon request.( August 2022) ( Learn how and when to remove this template message)Īny service can be clearly and completely, consistently and concisely specified by means of standard attributes that conform to the MECE principle (Mutually Exclusive, Collectively Exhaustive). Unsourced material may be challenged and removed. Please help improve this section by adding citations to reliable sources. Another and more common term for this is heterogeneity. Example: The taxi service which transports the service consumer from home to work is different from the taxi service which transports the same service consumer from work to home – another point in time, the other direction, possibly another route, probably another taxi-driver and cab. Many services are regarded as heterogeneous and are typically modified for each service-consumer or for each service-context. It can never be exactly repeated as the time, location, circumstances, conditions, current configurations and/or assigned resources are different for the next delivery, even if the same service is requested by the consumer. Correspondingly, the hairdresser or the pilot must be in the shop or plane, respectively, to deliver the service.Įach service is unique. Examples: The service consumer must sit in the hairdresser's chair, or in the airplane seat. The service consumer is also inseparable from service delivery. The service is not manifested in a physical object that is independent of the provider. The service provider must deliver the service at the exact time of service consumption. Example: a passenger has been transported to the destination.
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