Service Operation System
The technical core where inputs are processed and service elements are created. The technical core is typically in the back-stage and invisible to customer. The proportion of the overall service operation that is visible to the customers depends on the level of contact.
High contact services involve physical person of the customer. Therefore the visible component of the service operation element tends to be more substantial. Low-contact services usually have most of the service operation backstage and this could be remotely located.
Service Delivery System
Where the final assembly of service elements takes place and service is delivered to customers and this includes the visible part of the service operation system - building, equipment and personnel - possibly other customers.
Other Contact Points
This consist of all points of contact with customer. (e.g. advertising communications, sales calls, billing, market research surveys, etc.)
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