System:		ID:
Description:

[1] The Realm of the Experience		Customer Participation		Comments
		Passive	Active
Environmental Relationship	Absorption
	Immersion
[2] The Servie Process Matrix		Degree of Interaction and Customization		Comments
		Low	High
Degree of Labor Intensity	Low
	High
[3] Nature of the Service Act		Direct Recipient of the Service		Comments
		People	Property
Nature of the Service Act	Tangible
	Intangible
[4] Relationships with Customers		Type of Relationship between Service firm and its customers		Comments
		"Membership" relationship	No Formal relationship
Nature of the Service Delivery	Continuous Delivery
	Discrete Transactions
[5] Customization and Judgement in Service Delivery		Degree of Customization		Comments
		High	Low
Extent to which customer contact employees exercise judgement in meeting customer needs	High
	Low
[6] Nature of Demand for the Service Relative to Capacity		Extent of Demand Fluctuation over Time		Comments
		Wide	Narrow
Extent to which Demand exceeds Capacity	Peak Demand met with major delay
	Peak Demand regularly exceeds Capacity
[7] Method of Service Delivery		Availability of Service Outlets		Comments
		Single Site	Multiple Sites
Nature of Service Delivery	Customer travles to Service Firm
	Service Firm Delivers
	Transaction at arm's length