People

It refers to the provision of services that rely on the goodwill of employees

Employees who interact with customers, thereby delivering the service to customers

However:

• People are not consistent neither are they reliable as there are a wide variety of factors, motivators and variables that can affect them

• Cultural impacts have a direct influence on how people interact with customers

Process

Process refers to the way that services are provided, delivered or rendered. This is important because it determines whether or not customers will make repeat purchases or recommend the product/service to others.