Service Delivery

Question 1

The Challenges of Service Delivery

Answer 1

Perishability
Location Constraints
Scalability Challenges
Performance Variability and Perceptions of Quality
Customer Involvement and Service Provider Interaction

Question 2

Perishabiliy (Service Deliver)

Answer 2

Most services are perishable; They are consumed at the same time they are produced and cannot exist before or after that time

Question 3

Location Constraints (Service Delivery)

Answer 3

Customers and providers need to be in the same place at the same time

Question 4

Scalability (Service Delivery)

Answer 4

The potential to increase production by expanding or replicating its initial production capacity

Question 5

Performance Variability and Perceptions of Quality (Service Delivery)

Answer 5

The quality of performance can vary from one instance to the next and often can’t be judged until after the service has been performed

Question 6

Customer Involvement and Provider Interaction (Service Delivery)

Answer 6

Customers are often involved in, and thereby can affect the quality of, the service delivery