Читать книгу A Customer-oriented Manager for B2B Services - Valerie Mathieu - Страница 61

Because of its simultaneity, meaning that it is produced each time it is consumed, the service varies from one performance to another. The factors that explain this heterogeneity are numerous: depending on the employee who performs the service, depending on the client who participates in the service, depending on the time during which the service is performed and even depending on the place where the service is performed. The consequence is a variation in the quality of the service. Depending on these factors, the service provider may deliver an excellent service or a catastrophic one. The manager’s objective is to control these factors as well as possible, based on the knowledge of the customer’s expectations, in order to ensure the most consistent level of service possible.