On the other hand, in service delivery, changes can be brought about in the service delivery processes, the environment in which the service delivery takes place and improvements in the interaction processes between customers and service providers.
Di sisi lain, dalam pemberian pelayanan, perubahan dapat dibawa dalam proses pemberian layanan, lingkungan di mana pelayanan berlangsung dan perbaikan dalam proses interaksi antara pelanggan dan penyedia layanan.