At the end of the Satisfication

The one end, there is customer, the other there is owner. In the middle stands Employee. Some definitions elaborate, business has two parts; one to make customer satisfaction and the other to make money or profit. The term comes "Customer is the King." "Employee becomes "Resource." It doesn't stop here. The driving force make more push to the end. Service providers are people. People have emotion and feeling. So heterogeneity, differences in service, is one of the unique features of Service. Management and owners want to standardise the level of service as much as possible. Serqual becomes popular in the service sector as well as others. The greed of Customer is not stop, but increasingly demanding. The Management and Owners want to meet their accelerated demand and expectation. The human nature makes hard to standardise. The two parallel lines will not be never met as they run crossly. Now the new player is coming in. Technology. Will technology save the gap. When the tech is one sided, people need human touch. When the race will successfully ends up.