... conformance with quality standards long before they reach the customer. (Of course, their subsequent use by customers will vary widely, reflecting customer needs and skills, as well as the nature of the ... Service Management 14 PART ONE • UNDERSTANDING SERVICES product elements: all components of the service performance that create value for customers. place, cyberspace, and time: management ... and customer- contact. Customer expectations of speed and convenience are becoming important determinants in service delivery strategy. Process Creating and delivering product elements to customers...