Because customers are often involved in service production, a distinction needs to be drawn between the process of service delivery and the actual output of the service.

Question

Quizplus · Accepted Answer

Customers can influence the service production process by their actions and behaviors, which can affect the quality of service. Therefore, it is important to distinguish between the process of service delivery and the final outcome or output of the service.

Because Customers Are Often Involved in Service Production, a Distinction