Short Communication Open Access

Identification of gaps among manufacturing and service industries

Abstract

There is an increased blurring of manufacturing and service activities that impacts on the industrial performance, their business and differentiates their offering. Naturally, services are described as comprising two elements, i.e. process and outcome, where both impact on consumer’s assessment of quality with the involvement of customers in the service delivery process and the well-recognized need to define service quality from the perspective of the consumer. 

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