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1. Andrea Forstadt, “10 Service-Based Business Ideas,” US Chamber of Commerce, April 2, 2021,
2. “Success Story: MeTime Drop-In Child Care,” Pathway Lending, March 26, 2018,
3. “Percentage Added to U.S. GDP by Industry 2020,” Stastista, June 3, 2021,
4. Richa Saxena, “SM: Session3: Service Classification, Characteristics and Triangle,” The Awakener (blog), November 26, 2015,
5. Rakesh Panchal, “Service Marketing: Four Categories of Services,” My View: M-bullshit (blog), April 7, 2014,
6. Ibid.
7. Jake, “These 21 Alternatives to Warby Parker Also Let You Try-On Prescription Eyeglasses at Home in 2022,” Modern Fellows, July 28, 2022,
8. “4 Characteristics of Service,” iEduNote, accessed November 11, 2021,
9. Ibid.
10. Delta Airlines, “Delta Airlines Mission & Vision Analysis,” accessed June 15, 2022,
11. “4 Characteristics of Service,” iEduNote, accessed November 11, 2021,
12. S. R. Rao, “Implications of Unique Features of Services,” Citeman, December 14, 2007,
13. John Ryder, “Why the Iceberg of Ignorance Is Still Relevant and How to Melt It,” Hive (blog), June 26, 2019,
14. Will Schmidt, “5 Lessons from Zappos on Employee Happiness,” Classy, accessed October 14, 2021,
15. iGrad Author, “The Cost of Replacing an Employee and the Role of Financial Wellness,” The Well (blog), Enrich Financial Wellness, accessed May 22, 2022,
16. Nkem Anigbogu, “Understanding the Service-Profit Chain,” LinkedIn, March 13, 2018,
17. Basha Coleman, “How to Write a Great Value Proposition [5 Top Examples + Template],” HubSpot, March 10, 2022,
18. P. Mulder, “Service Profit Chain,” Toolshero, October 5, 2018,
19. Ibid.
20. Ibid.
21. Adam Toporek. “The Ritz-Carlton’s Famous $2,000 Rule,” Customers That Stick, September 12, 2017,
22. Ibid.
23. “Services Marketing Triangle,” Expert Program Management, accessed November 11, 2021,
24. Ibid.
25. Ibid.
26. Anam Ahmed, “What Is a Service Marketing Triangle?” Chron., March 8, 2021,
27. “What Is the GAP Model of Service Quality? (With Examples),” Indeed Career Guide, November 23, 2021,
28. Ibid.
29. Ibid.
30. Ibid.
31. Sean Peek, “What Your Business Can Learn from Southwest Airlines,”, August 2, 2022,
32. Ibid.
33. Donald Trump, “A brand is two words: The ‘promise’ you telegraph, and the ‘experience’ you deliver,” Minimalist Quotes, accessed February 27, 2022,
34. Arlen, C. (2018, July 2). The 5 service dimensions all customers care about. Retrieved November 11, 2021, from
35. Ibid.
36. Ibid.
37. Ibid.
38. Ibid.
39. Mary Carole McCauley, “New Hopkins Hospital Takes an Artful Approach to Health Care,” Baltimore Sun, April 26, 2012,
40. “Measuring Customer Service Quality with the RATER Framework,” Simplesat, accessed November 11, 2021,
41. Ibid.
42. M. M. Kobiruzzaman, “Five Dimensions of Service Quality—Servqual Model of Service Quality,” Newsmoor, September 15, 2020,
43. “56% of Americans Stop Buying from Brands They Believe Are Unethical,” Mintel, November 18, 2015,
44. National Ethics Association, “Customer Service Ethics: Beware the Dark Side,” December 2, 2011,
45. Ibid.
46. Royal Caribbean Cruises Ltd., Code of Business Conduct and Ethics, 2019,
47. Chief Executive Office [username], “Royal Caribbean Ethics Hotline,” Ship Happens forum, September 29, 2014,
48. Nasco Gulf, Customer Service Code of Conduct, accessed November 11, 2021,
49. Ibid.
50. Merriam-Webster, “communication,” accessed March 8, 2022,
51. Deyan Georgiev, “Small Business Statistics [Guide to Success in 2022],” Review42, May 12, 2022,
52. “Home page,” Adventist Health Castle,
53. “About Us: Mission, Vision, and Values,” Adventist Health Castle, accessed May 5, 2022,
54. Adventist Health Castle, 2019 Community Health Plan Update, 2019,
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