GB/T 36733-2018Evaluation guideline for service quality (English PDF)

3.1 Organization

A person or group of people whose functions, responsibilities, and relationships constitute their own functions in order to achieve their goals.

Note: The concept of organization includes, but is not limited to, agents, companies, groups, businesses, enterprises, administrative agencies, joint ventures, associations, charities or research. An organization, or part or combination of the above-mentioned organizations, whether public or private, whether or not it is a legal entity.

3.2 Customer

An individual or organization (3.1) that can or actually accepts the product or service (3.3) that it provides or that is provided on its request.

Examples. consumers, principals, end users, retailers, recipients of products or services of internal processes, beneficiaries, and purchasers.

Note: Customers can be internal or external to the organization.

3.3 Service

At least one activity must be organized (3.1) between the organization (3.1) and the customer (3.2).

Note 1. Usually, the main elements of service are intangible.

Note 2. Generally, the service includes activities in contact with the customer. In addition to determining the customer's request to provide services, it may also include establishing a continuous relationship with the customer. Departments, such as banks, accounting firms, or public organizations (such as schools or hospitals).

Note 3. The provision of services may involve, for example.

--- Activities performed on customer-supplied tangible products (such as cars that require maintenance).

--- Activities completed on customer-supplied intangible products, such as the income statement required to prepare a tax return.

--- Delivery of intangible products (such as information on knowledge transfer).

--- Create an atmosphere for customers (such as in hotels and restaurants).

Note 4. Usually, the service is experienced by the customer. [GB/T 19000-2016, definition 3.7.7]