Matching concepts with their definitions.

A framework that

relates to the

customer service

system encounter.

The percentage the

time the customer

must be in the

system relative to

the total time it

takes to perform the

Service must be

delivered based on

the interaction

between the

customer and the

server.

The service

provider is

physically ifeparated

from the customer.

The service is

penetrable by the

customer via phone

or face$-$to$-$face

contact.