The Service Package contd. Explicit Services: Benefits readily observable by the senses. The essential or intrinsic features. - Examples are quality of meal, attitude of the waiter, on-time departure. Implicit Services: Psychological benefits or extrinsic features which the consumer may sense only vaguely. - Examples are privacy of loan office, security of a well lighted parking lot. All these are experienced by the customer and the form the basis of the perception of service Information - Supporting Facility Explicit Services Service Experience Implicit Services Facilitating Goods 2-4 The Service Package It is defined as the bundle of goods and services with information that is provided in some environment It comprises of - Supporting Facility: The physical resources that must be in place before a service can be sold. Examples are golf course, ski lift, hospital, airplane. - Facilitating Goods: The material consumed by the buyer or items provided by the consumer. Examples are food items, legal documents, golf clubs, medical history. Helps in classification of service in the continuum - Information: Operations data or information that is provided by the customer to enable efficient and customized service. Examples are patient medical records, seats available on a flight, customer preferences, location of customer to dispatch a taxi. 2-3