---

• The nature of products and services — Very few items are either "pure product" or "pure service." Most include pieces of both product and service.
• The Ladder of Product/Service Excellence
• How Customers Evaluate Service Quality — Ten Quality Characteristics Customers Look for in a Service
• How Customers Evaluate Product Quality — Nine Quality Characteristics Customers Look for in a Product
• R A T E R — A Simplified Self-Evaluation

Go to Delivery System >

< Return to The Structure of Customer Service Menu

Site Navigation

---

Our purpose is to help small businesses, institutions and agencies deliver remarkable Customer Service
which results in improved profit, Customer satisfaction and loyalty.

---

PO Box 617468 • Orlando, FL 32861 • 407-668-6466