Introduction

Services are defined as “deeds, processes and performances” (Zeithaml and Bitner, 1996). Their broader definition of services “include all economic activities whose output is not a physical product or construction, is generally consumed at the time it is produced and provides added value in forms that are essentially intangible concerns for its first purchaser.”

Chase et al, (2010) enumerated five differences between goods and services. The first is that a service is an intangible process that cannot be weighed or measured, whereas a good is a tangible output of a process that has physical dimensions. Secondly, the services require some degree of interaction with the customer. Thirdly, services are heterogeneous and vary from situation to situation while goods can be standardised. The fourth is that services as a process are perishable and time dependent, and unlike goods, they can't be stored. And fifth, the specifications of a service are defined and evaluated as a package of features that affect the five senses.