Business service management service and service qu
Appendix A - Traditional Service Quality Models REFERENCE DIMENSION DESCRIPTION Lehtinen & Lehtinen,
1991)
Physical Quality
“The dimension of quality originating in the physical
elements...needed in a service production process.”
(Lehtinen & Lehtinen, 1991, p. 288)
Physical product(s)
Good(s) “consumed during the service production
process” (Lehtinen & Lehtinen, 1991, p. 288)
Physical support
"A framework which enables or facilitates the production
of a service” (Lehtinen & Lehtinen, 1991, p. 289)
Environment
“All the interior and decorations as well as the layout of a
service production outfit” (Lehtinen & Lehtinen, 1991, p.
289)
Instruments
“All equipment: for instance in a restaurant, the plates,
forks etc.” (Lehtinen & Lehtinen, 1991, p.289)
Interactive Quality
“The dimension of quality originating in interaction
between the customer and interactive elements of the
service organisation... The actual resources from the
company side in contact with customers” (Lehtinen &
Lehtinen, 1991, p. 289
Interactive persons
“Interaction between the customer and contact”
Interactive equipment
Interaction with physical service equipment e.g. ATM
(Lehtinen & Lehtinen, 1991, p. 289)
Process Quality
“The customer’s qualitative evaluation of his participation
in the service production process...based on how the
customer sees the production process and how well he
sees himself fitting into the process.” (Lehtinen &
Lehtinen, 1991, p. 291)
Output Quality
“A consumer’s evaluation concerning the result of a
service production process.” (Lehtinen & Lehtinen, 1991,
p. 293)
Tangible
A physical output (e.g. Car wash or haircut) that “can be
evaluated also by outsiders not participating in the
production process.” (Lehtinen & Lehtinen, 1991, p. 293)
Intangible
“A feeling or an experience” (e.g. Tourism) that “can be
judged only by the customer” (Lehtinen & Lehtinen,
1991, p. 293)
Business Service Management White Paper - Volume 2
Page 34 of 46
