Service product

A service product refers to all the elements of the service, both physical and intangible, that create customer value through beneficial outcomes or experiences.

It includes the core product, supplementary services, and delivery processes.

The core product represents the main benefit or service bought by the customer. In the airline industry, it is the transportation of passengers between destinations.

Supplementary services, whether necessary or enhancing services, add value to the core product.

For instance, essential services like check-in and baggage handling are crucial for delivering the core product, while enhanced services like Wi-Fi are additional benefits that improve customer satisfaction and set the airline apart from competitors.

The delivery process includes the methods, procedures, and interactions between the provider and the customer used to deliver the service.

It spans the entire customer journey for an airline, from booking tickets to handling post-flight inquiries or issues.

The effectiveness and efficiency of these processes greatly influence the service's perceived value.