Service-goods continuum diagram

"The dichotomy between physical goods and intangible services is an oversimplification; these are not discrete categories. Most business theorists see a continuum with pure service at one endpoint and pure commodity goods at the other endpoint. Most products fall between these two extremes. Goods are normally structural and can be transferred in an instant while services are delivered over a period of time. Goods can be returned while a service once delivered cannot. Goods are not always tangible and may be virtual." [Goods and services. Wikipedia]
The example "Service-goods continuum diagram" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Marketing Diagrams solution from the Marketing area of ConceptDraw Solution Park.

"Dimensions of service quality.
A customer's expectation of a particular service is determined by factors such as recommendations, personal needs and past experiences. The expected service and the perceived service sometimes may not be equal, thus leaving a gap. The service quality model or the ‘GAP model’ developed by a group of authors- Parasuraman, Zeithaml and Berry at Texas and North Carolina in 1985 , highlights the main requirements for delivering high service quality. It identifies five ‘gaps’ that cause unsuccessful delivery. Customers generally have a tendency to compare the service they 'experience' with the service they 'expect' . If the experience does not match the expectation , there arises a gap. Ten determinants that may influence the appearance of a gap were described by Parasuraman, Zeithaml and Berry. in the SERVQUAL model: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding the customer and tangibles.
Later, the determinants were reduced to five: tangibles; reliability; responsiveness; service assurance and empathy in the so called RATER model." [Service quality. Wikipedia]
The block diagram example "Gap model of service quality" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Block Diagrams solution from the area "What is a Diagram" of ConceptDraw Solution Park.

"Telecommunication is communication at a distance by technological means, particularly through electrical signals or electromagnetic waves. ...
Electrical and electromagnetic telecommunication technologies include telegraph, telephone, and teleprinter, networks, radio, microwave transmission, fiber optics, communications satellites and the Internet." [Telecommunication. Wikipedia]
"A telecommunications service provider or TSP is a type of communications service provider that has traditionally provided telephone and similar services. This category includes incumbent local exchange carriers, competitive local exchange carriers, and mobile wireless communication companies. ...
While some people use the terms "telecom service provider" and "communications service provider" interchangeably, the term TSP generally excludes Internet service providers (ISPs), cable companies, satellite TV, and managed service providers. ...
TSPs provide access to telephone and related communications services." [Telecommunications service provider. Wikipedia]
The cross-functional flowchart example "Providing telecom services" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Cross-Functional Flowcharts solution from the Business Processes area of ConceptDraw Solution Park.

"As a discipline, task management embraces several key activities. Various conceptual breakdowns exist, and these, at a high-level, always include creative, functional, project, performance and service activities.
Creative activities pertain to task creation. In context, these should allow for task planning, brainstorming, creation, elaboration, clarification, organization, reduction, targeting and preliminary prioritization.
Functional activities pertain to personnel, sales, quality or other management areas, for the ultimate purpose of ensuring production of final goods and services for delivery to customers. In context these should allow for planning, reporting, tracking, prioritizing, configuring, delegating, and managing of tasks.
Project activities pertain to planning and time and costs reporting. These can encompass multiple functional activities but are always greater and more purposeful than the sum of its parts. In context project activities should allow for project task breakdown, task allocation, inventory across projects, and concurrent access to task databases.
Service activities pertain to client and internal company services provision, including customer relationship management and knowledge management. In context these should allow for file attachment and links to tasks, document management, access rights management, inventory of client & employee records, orders & calls management, and annotating tasks.
Performance activities pertain to tracking performance and fulfillment of assigned tasks. In context these should allow for tracking by time, cost control, stakeholders and priority; charts, exportable reports, status updates, deadline adjustments, and activity logging.
Report activities pertain to the presentation of information regarding the other five activities listed, including graphical display." [Task management. Wikipedia]
The example "Project tasks dashboard" was created using the ConceptDraw PRO diagramming and vector drawing software extended with the Status Dashboard solution from the area "What is a Dashboard" of ConceptDraw Solution Park.