Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc

The Service Delivery Environment.
All four focus groups actively discussed aspects of service delivery. 
This cluster includes a number of types of customer satisfaction associated with the physical delivery of services, 
typically through the efforts of human labor. As illustrated in Table 1, these were delineated as services, activities, 
management, staff, care, dependency/ independency, and residents’ committee). In an intensive service environment 
such as a retirement community or senior living resort, this cluster is inextricably related to the Built Environment, 
but it clearly represents a distinct category of satisfiers/dissatisfiers. For example, while the presence of a dining 
room in the built environment is a key prerequisite for foodservice, satisfaction with the foodservice itself more 
readily falls into the Service Delivery Environment cluster. Similarly, while the presence/absence of a hair dressing 
salon would fall into the Built Environment, satisfaction/dissatisfaction with the hairdressers themselves would fall 
into the Service Delivery Environment. 
Services. Table 1 denotes 10 separate types of services that were mentioned as contributing to the consumer 
satisfaction of respondents. These included such diverse services as foodservice (including room service), 
maintenance services, security guard service (“…from the moment I entered this community I felt safe, in all ways. 
We have staff on duty all day, and at night we have a security guard on the premises at all times.”), transport 
services, and visiting medical practitioners.

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