Editing Service (economics) (section)

==Delivery==
[[File:StarbucksVaughanMills.JPG|thumb|Coffee house{{dash}}a type of service delivery]]
The delivery of a service typically involves six factors:
* Service provider (workers and managers)
* Equipment used to provide the service (e.g. vehicles, cash registers, technical systems, computer systems)
* Physical facilities (e.g. buildings, parking, waiting rooms)
* Service consumer
* Other customers at the service delivery location
* Customer contact

The service encounter is defined as all activities involved in the service delivery process. Some service managers use the term "moment of truth" to indicate that point in a service encounter where interactions are most intense.{{cn|date=August 2022}}

Many [[list of business theorists|business theorists]] view service provision as a performance or act (sometimes humorously referred to as ''dramalurgy'', perhaps in reference to [[dramaturgy]]). The location of the service delivery is referred to as the [[Stage (theatre)|stage]] and the objects that facilitate the service process are called [[Theatrical property|props]]. A script is a sequence of [[behavior]]s followed by those involved, including the client(s). Some service [[drama]]s are tightly scripted, others are more [[ad libitum|ad lib]]. Role congruence occurs when each [[actor]] follows a script that harmonizes with the [[role]]s played by the other actors.{{Citation needed|date=August 2022}}

In some service industries, especially health care, dispute resolution and social services, a popular concept is the idea of the caseload, which refers to the total number of patients, clients, litigants, or claimants for which a given employee is responsible. Employees must balance the needs of each individual case against the needs of all other current cases as well as their own needs.{{cn|date=August 2022}}

Under [[English law]], if a service provider is induced to deliver services to a [[dishonesty|dishonest]] client by a deception, this is an offence under the [[Theft Act 1978]].{{cn|date=August 2022}}

Lovelock used the number of delivery sites (whether single or multiple) and the method of delivery to classify services in a 2 x 3 matrix. Then implications are that the convenience of receiving the service is the lowest when the customer has to come to the service and must use a single or specific outlet. Convenience increases (to a point) as the number of service points increase.{{cn|date=August 2022}}