Products and service are important parts of quality management; this is due to the idea that customers have an expectation on the service or product they should receive. So why then are services considered a difficulty to manage in regards to quality? Well firstly, unlike products, services are both intangible and simultaneous, meaning that services do not generally include a physical manifestation or substance. Kelemen (2005) notes that the service between the seller and customer are in fact inseparable and the customer themselves are involved in the creation of a service,
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