Services are idiosyncratic - what works well in providing one kind of service may prove disastrous in another. For example, consuming a restaurant meal in less than half an hour may be exactly what you want at Hardee's but be totally unacceptable at an expensive French restaurant. Quality of work is not quality of service. An auto dealership may do good work on your car, but it may take a week to get the job done, for example. Service quality has many dimensions, as we will see later.
Most services contain a mix of tangible and intangible attributes that constitute a service package.
This package requires different approaches to design and management than the production of goods. There is a very wide range of variation in the service package, from largely tangible to totally intangible. High-contact services are experienced, whereas goods are consumed. The degree of customer contact is one important measure used in services management. How we evaluate the experience of this service will relate directly to customer satisfaction.