Highlights on the Concepts of Promised Services, Delivered Services and Customer’s Expectations

The concept of services is a more complex one than people actually understand because there are many difference between goods and services. The objective of the paper is to introduce the reader in the world of services by highlighting the relationships between the promised services and the delivered one. Customers are the key of any business and this thing also happens in the services area. That is why a customer should receive the services promised and not something else. The delivery of services represents a complex process where employees have the most important role.