One of the first concepts is that services are intangible, meaning that they cannot be felt, tasted, heard, or smelled before purchase. Service goes a long way in building customer satisfaction and loyalty; without returning customers, a business is doomed to struggle and fail

Customer satisfaction is dependent upon many factors, the first one being the communication of what can be expected by the customer and the actual customer experience.

intangible — unable to be seen, tasted, felt, smelled, or heard. services — nonphysical, intangible economic activities. communication gap — in the Gap Model of Service Quality, the variance between what is communicated to the customer and their actual experience. customer satisfaction — a measurement that determines how happy customers are with a company’s products, services, and capabilities.