Some more points...

Some of the main elements of service are :

1 Timeliness
2 Flexibility
3 Interdependence


Interdependence - In most of cases the primary service provider is held accountable for any problems encountered.
Example - In case of booking a ticket through irctc if ur transaction fails, or ur money gets stuck u blame on bad service by irctc although there is multiple frames invloved in this service.
Frames :
internet service provider
Irctc website mail page
interlink to Bank for payment
Back to irctc website.

Threshold point of Services

A service provider cannot be blamed for everything.
Every service provider has a limited scope. It cannot guarantee service outside its scope.
For eg - Just dial is a information service provider. Its scope is to have extensive list of businesses but it does not include guarantee for adequacy of work of every business listed on it.

Extended 3P's of marketing.

People :

Anyone who is directly or indirectly involved in providing and consumption of services. The company has to select the staff with good interpersonal skills and train them because they are the one who have to interact with the consumer and deliver services to them if the staff who delivers services are well trained and have complete knowledge of services which they are delivering consumers will have positive perception and happily pay for the services.

Process :

The mechanism by which the consumer consume the services. It can also be called “customer management process”.Example if customer entered in restaurant and ordered meal and they delivered it in 5 minutes so what is it? Its basically efficient customer management process/service delivery process.

Physical Evidence :

The third or last additional “P” of marketing mix is physical evidence. The environment of the place where the service is delivered.
Example : if customer enters in restaurant what is the first thing which he/she will notice? That is environment of the restaurant, the cleanness of restaurant and the staff appearance that are the factors from which the consumer make the judgment about the organization.