a. Perishable
-
- iii. Simultaneously produced and consumed
b. Heterogeneous
-
- i. Service provider changes
-
- ii. Service delivery changes
-
- iii. Service environment changes
-
- iv. Provider and consumer participate simultaneously
c. Operational Excellence
-
- i. Purchasing a ticket à completing a flight
d. Encounter Based
e. Non-conditional Guarantees
f. Intangible
g. (Xcellent) Excellent People
(P.H.O.E.N.I.X)